AccountId: 011433970860
ContactId: a34fc57d-898d-4dc5-bac3-f6d926b6299b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72150 ms
Total Talk Time (AGENT): 27652 ms
Total Talk Time (CUSTOMER): 42146 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a34fc57d-898d-4dc5-bac3-f6d926b6299b_20250226T18:03_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII], my sister.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII]. I just need to check eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII]. You said [PII] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I can assist you with that. Can I have a callback number for you on that in that policy number?
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] Sure, uh, phone number is [PII] and policy number I have is 01887405 letter M as in Mike L as in Larry the number 8 for [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you're calling to verify benefits eligibility. This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] She has outpatient benefits, so you don't need the benefits?
[CUSTOMER][NEUTRAL] That's all I need.
[CUSTOMER][NEUTRAL] No, she came into the ER. I just want to make sure she was uh effective. She had, she was still active.
[AGENT][POSITIVE] Yes ma'am. Alrighty, well it was a pleasure speaking with you, [PII].
[CUSTOMER][NEUTRAL] OK, but I appreciate
[CUSTOMER][POSITIVE] You take care. Have a nice weekend.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Take care.