AccountId: 011433970860
ContactId: 6eaee40f-171f-4c20-8fee-a192abf0963d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62000 ms
Total Talk Time (AGENT): 23297 ms
Total Talk Time (CUSTOMER): 20712 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6eaee40f-171f-4c20-8fee-a192abf0963d_20250402T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital. Just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 021-74722 ML 8.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I show she is active and effective for [PII].
[CUSTOMER][NEUTRAL] Perfect and then can I have the reference number?
[AGENT][NEUTRAL] Uh, it's just my first name, [PII], first initial last name, [PII], and today's date. Anything else I can help with today [PII]?
[CUSTOMER][POSITIVE] That's all thank you so much, [PII].
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.