AccountId: 011433970860
ContactId: 711ced8f-2383-40fd-9966-4fa3b3a639d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83809 ms
Total Talk Time (AGENT): 34411 ms
Total Talk Time (CUSTOMER): 31638 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/711ced8f-2383-40fd-9966-4fa3b3a639d8_20250508T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital to check eligibility for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII]. Policy number 02022166 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that. And I am showing the policy is active, it's been effective since [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And [PII], what is the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for that information and have a good day.
[AGENT][POSITIVE] You're welcome. OK. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.