AccountId: 011433970860
ContactId: 9593098a-3e57-485d-9308-56f7063b0178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131460 ms
Total Talk Time (AGENT): 62070 ms
Total Talk Time (CUSTOMER): 29992 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/9593098a-3e57-485d-9308-56f7063b0178_20250509T12:44_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] Hi, good morning, [PII]. My name is [PII] calling from Baptist Hospital calling just to verify eligibility for a patient.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][POSITIVE] I, I can now, yes.
[AGENT][NEUTRAL] I don't know what happened. Um, I asked if you can just uh verify or provide the, um, a good contact number and the policy number.
[CUSTOMER][NEUTRAL] [PII] and the policy number I have is 231.
[CUSTOMER][NEUTRAL] 2806 ML 8
[AGENT][POSITIVE] Thank you for that and I'll be more than happy to help you with the eligibility. I don't know what, everything just went out. I apologize. So I'm pulling it up now.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And can you verify the first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that this particular policy is no longer active. Um, it was effective from [PII], but there is an active policy.
[AGENT][NEUTRAL] Um, that policy number is 259.
[AGENT][NEUTRAL] 5, I'm sorry, 259-5190.
[AGENT][NEUTRAL] And this policy has been effective since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you