AccountId: 011433970860
ContactId: 6261e924-5833-4ee2-a2cb-536f24a6f9da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80089 ms
Total Talk Time (AGENT): 20200 ms
Total Talk Time (CUSTOMER): 33780 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6261e924-5833-4ee2-a2cb-536f24a6f9da_20250424T13:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Baptist Health Medical Group. I just needed to know if this patient was active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 022.
[CUSTOMER][NEUTRAL] 679-63 ML 8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh yes, policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, then that's all I needed. Thank you so much. A reference number would be your name and today's date?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect alright well thank you so much for your time [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.