AccountId: 011433970860
ContactId: 757f8da8-e678-4433-bafd-089f3678bb3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80760 ms
Total Talk Time (AGENT): 20840 ms
Total Talk Time (CUSTOMER): 35060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/757f8da8-e678-4433-bafd-089f3678bb3d_20250430T14:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah, um, my name is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, 02443493 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][POSITIVE] [PII], mm, I'm gonna butcher this. I'm gonna try my best.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] OK, looks like he is effective [PII] and the policy is currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty, um, that's all I needed. Can I just get your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a great day.
[AGENT][POSITIVE] OK. Thank you for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye