AccountId: 011433970860
ContactId: 9cc4bfcc-07ae-48bd-bda2-01b935108d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117410 ms
Total Talk Time (AGENT): 46424 ms
Total Talk Time (CUSTOMER): 47836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9cc4bfcc-07ae-48bd-bda2-01b935108d9a_20250425T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling from Baptist Hospital Dural. I wanted to verify the benefits and eligibility for a patient that came to the emergency room.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I don't see policy.
[CUSTOMER][NEUTRAL] Oh wait, yeah, the benefit er number. Uh, so it's uh 0178.
[CUSTOMER][NEUTRAL] 0715 ML 8. Do you need the group number?
[AGENT][NEUTRAL] OK. Yeah, no, it's OK. Thank you. Let's see.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Let me check and see if I got a new policy. This one is terminated, OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, I don't have a new policy. This one terminated back in [PII].
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help. So does this call have a reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much have a good day.
[AGENT][POSITIVE] You as well and thank you for calling APL Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.