AccountId: 011433970860
ContactId: a7109632-ffc9-4da2-92d6-a16ea8216aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97319 ms
Total Talk Time (AGENT): 45830 ms
Total Talk Time (CUSTOMER): 30281 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/a7109632-ffc9-4da2-92d6-a16ea8216aac_20250404T12:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Hospital. I just need to verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02597474ML8
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and you said this was for outpatient benefits.
[CUSTOMER][NEUTRAL] I just needed to make sure it was active.
[AGENT][NEUTRAL] OK. Yes, ma'am. It is active.
[CUSTOMER][NEUTRAL] OK, and what was your first name again? I'm sorry?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too