AccountId: 011433970860
ContactId: 937c68bf-6099-464f-8023-1dd520c1fca8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110500 ms
Total Talk Time (AGENT): 49593 ms
Total Talk Time (CUSTOMER): 43222 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/937c68bf-6099-464f-8023-1dd520c1fca8_20250613T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] calling from Baptist Hospital in [PII]. Wanted to verify eligibility for a patient that has already been seen.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. And um may I have the good contact number in case we're disconnected and can you spell your first name for me, please? I'm sorry.
[CUSTOMER][NEUTRAL] Sure. Um [PII]
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01742410 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And may I have a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and again, that's [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All righty. Thank you, [PII]. I appreciate your time.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.