AccountId: 011433970860
ContactId: 89121b0c-fef5-4142-8796-681c536c39d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100449 ms
Total Talk Time (AGENT): 21458 ms
Total Talk Time (CUSTOMER): 46738 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/89121b0c-fef5-4142-8796-681c536c39d6_20250606T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], I'm calling from Baptist Hospital in [PII], and I was wondering if you can assist me with verifying a patient, if he's active with you?
[AGENT][POSITIVE] OK, yes, I can assist with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] I do allow me one moment. I have
[AGENT][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 1554813
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you so very much. Uh, [PII], would you happen to have a reference number for me or may I just use your name as a reference?
[AGENT][NEUTRAL] Uh, my name and today's date, and anything else I can help with today?
[CUSTOMER][POSITIVE] That was it. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.