AccountId: 011433970860
ContactId: a853e584-2044-468d-9e78-5ac31debbddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118709 ms
Total Talk Time (AGENT): 39114 ms
Total Talk Time (CUSTOMER): 44424 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a853e584-2044-468d-9e78-5ac31debbddb_20250307T18:44_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], good afternoon. My name's [PII]. I'm calling from Baptist. I need an eligibility date for a member, please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient miss [PII] can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII] Last name [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK. And then what is her policy number, please?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 01854
[CUSTOMER][NEUTRAL] 359.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Perfect. All right, [PII], that's all I needed for today. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful weekend and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye. Bye bye.