AccountId: 011433970860
ContactId: 7c85ed8c-dea8-408b-9729-a3d052322e87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81540 ms
Total Talk Time (AGENT): 38610 ms
Total Talk Time (CUSTOMER): 33695 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7c85ed8c-dea8-408b-9729-a3d052322e87_20250107T17:17_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to verify that the patient's account with you guys is active, please.
[AGENT][POSITIVE] Yeah, I'd love to help you out with eligibility today, Ms. [PII]. Can I have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 948718.
[AGENT][NEUTRAL] 948-718.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Perfect. And while I'm getting that policy pulled up, do you mind if I also grab a good call back number from you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Wonderful and your patient's first and last name and date of birth please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Wonderful. I do see her here. She is current and active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Perfect. Can you please provide me the first initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] Oh, absolutely. Uh, the first initial to my last name is [PII] like boy, and then the reference number is gonna be my name, [PII], first initial last name [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] My pleasure you too take care.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.