AccountId: 011433970860
ContactId: 8bd71c86-bc06-4a08-8ab4-d160d4cf15e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140850 ms
Total Talk Time (AGENT): 44089 ms
Total Talk Time (CUSTOMER): 38348 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8bd71c86-bc06-4a08-8ab4-d160d4cf15e4_20250619T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Baptist Outpatient, trying to just verify the benefits for a patient that's coming in.
[AGENT][POSITIVE] I can help you with benefits and tonight. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, I have here 183-9272.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing that this patient, uh, that this policy had an effective date of July, or I'm sorry, [PII] and the policy termed or lapsed on uh [PII].
[CUSTOMER][NEUTRAL] OK, so no longer valid.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All right, no problem then. Is there a reference number for the call?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help then. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.