AccountId: 011433970860
ContactId: 8f275b67-64f8-4e72-8aaa-0b99064a4185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89980 ms
Total Talk Time (AGENT): 23639 ms
Total Talk Time (CUSTOMER): 57230 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8f275b67-64f8-4e72-8aaa-0b99064a4185_20250422T20:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Baptist Hospital Love. I was just calling to verify the eligibility of a patient's account.
[AGENT][NEUTRAL] Sure, I could assist you that you said your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I gave you a whole new name, [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, um, the callback number for me is going to be [PII].
[CUSTOMER][NEUTRAL] And the policy number that I have for the patient whenever you're ready let me know.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it is 01972369 ML8.
[AGENT][NEUTRAL] Thank you, [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] So the patient is [PII]. It should be under her father [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEGATIVE] This policy terminated [PII] and there's no active policy, unfortunately.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK my lovely thank you so much I appreciate that.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too, lovely, bye bye.