AccountId: 011433970860
ContactId: 8ecd72f6-3ccd-4250-be43-bde5d02b2a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162990 ms
Total Talk Time (AGENT): 58139 ms
Total Talk Time (CUSTOMER): 42381 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/8ecd72f6-3ccd-4250-be43-bde5d02b2a19_20250425T21:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, I'm calling from Baptist Health Medical Group. I just needed eligibility for a patient.
[AGENT][NEUTRAL] Yeah, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], may I have a callback number just in case?
[CUSTOMER][NEUTRAL] I'm sorry, can you give me one moment?
[AGENT][NEUTRAL] Oh sure yeah
[CUSTOMER][POSITIVE] Yes, I'm sorry, can you just give me one second? Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead. Mhm, yes.
[CUSTOMER][NEUTRAL] OK, I'm so sorry. Uh, callback number is [PII].
[AGENT][NEUTRAL] Um, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01871735ML8
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, here she is. Thank you. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] OK, perfect. And there's no future termination date?
[AGENT][NEUTRAL] None that I can see, no.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Alrighty, then that is all I needed. Can I just get your name again, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you for your time, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon and happy weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Yeah, bye bye.