AccountId: 011433970860
ContactId: 9477835a-ba63-4b32-9879-aadb8aaff047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106940 ms
Total Talk Time (AGENT): 37139 ms
Total Talk Time (CUSTOMER): 58742 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9477835a-ba63-4b32-9879-aadb8aaff047_20250224T13:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is. How may I help you?
[CUSTOMER][NEUTRAL] Um, what's your name? I'm sorry?
[AGENT][NEUTRAL] To you.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital. Um, I'm trying to get a status on a policy. Um, I have, um, the patient's information.
[AGENT][NEUTRAL] OK, when you say status on the policy, do you mean eligibility?
[CUSTOMER][NEUTRAL] If it's active, yeah.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Um, it's 0.
[CUSTOMER][NEUTRAL] 1611704 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you [PII]. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so I have the effective date for you. I'm showing it's [PII]. Policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, um, do you have a reference for the call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. um [PII], my name is spelled [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] a single
[CUSTOMER][NEUTRAL] Um, how do you spell your name? I'm sorry, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, OK. OK, beautiful. OK, Ms. [PII], I appreciate your help. OK, I hope you have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] No problem bye.