AccountId: 011433970860
ContactId: 785fa66a-099b-4e4b-a3d5-f57d8403bb38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109940 ms
Total Talk Time (AGENT): 36447 ms
Total Talk Time (CUSTOMER): 46872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/785fa66a-099b-4e4b-a3d5-f57d8403bb38_20250617T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling from Baptist Hospital in [PII], wanting to, if possible, verify eligibility for patient as well as their group name if there is one in group number.
[AGENT][NEUTRAL] OK, [PII], I can help you with your eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, it is 02634112.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII], [PII].
[AGENT][NEUTRAL] OK, it looks like I show this policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number is 27075.
[CUSTOMER][NEUTRAL] 2177, OK.
[AGENT][NEUTRAL] The group name is Coral Reef Montessori Academy.
[CUSTOMER][NEUTRAL] 4 197. OK, Academy. And she's a subscriber, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] All right, perfect. And is there a reference number for the call?
[AGENT][NEUTRAL] The reference number is just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you, [PII]. Thank you.
[AGENT][POSITIVE] Thanks, bye bye.