AccountId: 011433970860
ContactId: 6bf6142d-2565-4fa4-b99d-bd111681dc52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407500 ms
Total Talk Time (AGENT): 57709 ms
Total Talk Time (CUSTOMER): 37466 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=-3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/6bf6142d-2565-4fa4-b99d-bd111681dc52_20250516T14:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Medical Center. I needed to get um eligibility on a patient that was seen.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEGATIVE] Absolutely it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02419189 ML 7
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, Miss [PII], my system is kind of spinning around. Uh, let me check and see if we're having problems with the system. Do you mind holding for me?
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I was able to open a new one and it worked. OK. So, uh, what's the name and date of birth of the patient?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh date of birth [PII]. Um name [PII]
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and you say you need eligibility today. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you