AccountId: 011433970860
ContactId: 87e0d117-6e1c-44d0-8186-431c7139f5e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107209 ms
Total Talk Time (AGENT): 47048 ms
Total Talk Time (CUSTOMER): 42566 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/87e0d117-6e1c-44d0-8186-431c7139f5e1_20250422T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling for eligibility, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, the best callback number is [PII] and the facility is called Doctors Hospital Baptist Health.
[AGENT][NEUTRAL] OK, thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's, [PII]'ll, I'll spell it out for you. Um first name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] And his date of birth [PII] and I have the policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready for that.
[CUSTOMER][NEUTRAL] 02593904
[AGENT][NEUTRAL] OK, let me look them up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. OK, I do show that [PII] does have an active policy with us, and the effective date of the policy is [PII], and it's current.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, do you have a reference number to this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Hope you have a good rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. Have a good night. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.