AccountId: 011433970860
ContactId: 70c6fe89-c1a3-4273-9fdc-85ca395709a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110930 ms
Total Talk Time (AGENT): 37844 ms
Total Talk Time (CUSTOMER): 41997 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/70c6fe89-c1a3-4273-9fdc-85ca395709a0_20250527T18:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today so if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02496789.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Uh date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK, let me see and the.
[AGENT][NEUTRAL] Effective date I'm showing is [PII]. Policy is active.
[CUSTOMER][NEUTRAL] And is she the policy holder?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And her last name, do you just have [PII] or do you have [PII]?
[AGENT][NEUTRAL] Just a [PII].
[CUSTOMER][NEUTRAL] OK, and what is the group name and group number?
[AGENT][NEUTRAL] Group number is 26496.
[AGENT][NEUTRAL] Group name is the Downs Law Group PA.
[CUSTOMER][POSITIVE] OK, great, that's all I needed thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.