AccountId: 011433970860
ContactId: a507fe80-97ef-4dd1-8a9d-76a643216106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63799 ms
Total Talk Time (AGENT): 30281 ms
Total Talk Time (CUSTOMER): 28582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/a507fe80-97ef-4dd1-8a9d-76a643216106_20250121T13:22_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 from Baptist Medical Center. I needed to get eligibility on the patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 025761777.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. And [PII], you said you're just needing the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I show, I have that for you. The policy effective date is [PII].
[AGENT][NEUTRAL] The policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] All right. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alrighty thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Yeah you too.