AccountId: 011433970860
ContactId: 75e4f40e-7514-4606-824b-7e5b4ee48ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75680 ms
Total Talk Time (AGENT): 32277 ms
Total Talk Time (CUSTOMER): 25737 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/75e4f40e-7514-4606-824b-7e5b4ee48ef5_20250305T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Baptist Health Medical Group. I just need to know if a patient's policy was active.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What is your policy number?
[CUSTOMER][NEUTRAL] 1341924 ML 8.
[AGENT][POSITIVE] Thank you so much. And then can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mildred Tribe.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Alrighty, that's all I needed. Can I have your name again?
[AGENT][NEUTRAL] Yeah, absolutely. My name is [PII], which is [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, that's all I needed the, um, [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK