AccountId: 011433970860
ContactId: 6f0dce10-92c6-4c0f-a9b2-3c7cb18e1c8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83459 ms
Total Talk Time (AGENT): 37232 ms
Total Talk Time (CUSTOMER): 29101 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/6f0dce10-92c6-4c0f-a9b2-3c7cb18e1c8d_20250502T14:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 01885325ML8
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII], this policy has been active since [PII] and is currently active. You're calling to verify eligibility. Would you like to verify benefits as well?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] No, that's OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And you said
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, just the spelling of your name, please.
[AGENT][NEUTRAL] It's [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much, [PII]. That's all I needed.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye.