AccountId: 011433970860
ContactId: 68f6d9a4-5685-4f49-a19f-b1561a9feadb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108970 ms
Total Talk Time (AGENT): 29834 ms
Total Talk Time (CUSTOMER): 60794 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/68f6d9a4-5685-4f49-a19f-b1561a9feadb_20250428T17:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital. I need to check eligibility for a patient.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] And do you have a phone number.
[CUSTOMER][NEUTRAL] Um, yes, ma'am, it's, uh, hold on, I wrote it down.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do, um, let's see, it is 233-7133 ML 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Who was that patient's name?
[CUSTOMER][NEUTRAL] Um, first name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Thank you. Yes, ma'am, uh, just to see if he's eligible if it's active.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK. The effective date is [PII]. It is active.
[CUSTOMER][NEUTRAL] I can sign.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK perfect alright thank you [PII]. have a nice day.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][POSITIVE] Thank