AccountId: 011433970860
ContactId: 9755d32a-3991-4ea7-a1d0-08be48ac2b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118339 ms
Total Talk Time (AGENT): 45507 ms
Total Talk Time (CUSTOMER): 46406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9755d32a-3991-4ea7-a1d0-08be48ac2b72_20250227T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to verify patients eligibility.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility. Can I please get your call back number and the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Of course. My callback number is [PII]. And the facility I'm calling from is Baptist Hospital.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 02493421
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show that [PII] does have an.
[AGENT][NEUTRAL] Active policy and the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. That's all I needed. Um, do you provide the initial of your last name and a reference call number?
[AGENT][NEUTRAL] Yes, ma'am, um, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Is it [PII]?
[AGENT][NEUTRAL] Why?
[CUSTOMER][POSITIVE] Right, OK, perfect. Thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Take care.
[AGENT][NEUTRAL] Bye bye. You too.
[CUSTOMER][NEUTRAL] Bye