AccountId: 011433970860
ContactId: 75202863-7da8-41de-a05c-7cf0618f754f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90739 ms
Total Talk Time (AGENT): 43754 ms
Total Talk Time (CUSTOMER): 27096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/75202863-7da8-41de-a05c-7cf0618f754f_20250512T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02611491
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] I don't need benefits just wanted to make sure it was still active.
[AGENT][NEUTRAL] Yes, ma'am. It's active.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. I appreciate it.
[AGENT][POSITIVE] Yeah, thank you again, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too.