AccountId: 011433970860
ContactId: 81403519-a018-42c1-bdc9-7e72e4e2fa09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70739 ms
Total Talk Time (AGENT): 22009 ms
Total Talk Time (CUSTOMER): 38808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/81403519-a018-42c1-bdc9-7e72e4e2fa09_20250320T22:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing well, thank you for asking. My name is [PII]. I'm a specialist at Baptist Hospital, and I'm calling on behalf of a patient of mine who is here for treatment and provided APO as a gap policy. I want to verify eligibility, please.
[AGENT][NEUTRAL] Happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02557213 ML 8.
[AGENT][NEUTRAL] Name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Thank you. uh, [PII], what's the last initial? What's the initial for your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So it's gonna be first name, last initial and uh today's date, correct?
[AGENT][POSITIVE] That is correct, [PII].
[CUSTOMER][NEUTRAL] Any questions for me sir?
[AGENT][NEUTRAL] No, all set. Anything else I can help with?
[CUSTOMER][POSITIVE] No that's just about it thank you sir.
[AGENT][POSITIVE] Have a good day.