AccountId: 011433970860
ContactId: a9882d65-569e-4aab-8e93-da3d250e18e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98319 ms
Total Talk Time (AGENT): 52950 ms
Total Talk Time (CUSTOMER): 24087 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a9882d65-569e-4aab-8e93-da3d250e18e3_20250616T14:57_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][POSITIVE] Hi [PII], I'll be glad to help you. Go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] 1070755
[AGENT][NEUTRAL] Alright [PII], thank you for that information. Now I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for all that information, [PII]. It looks like [PII] is the insured on this medical supplemental plan. I do show her original effective date is [PII]. Patient is still current and active, but I must advise that verification of
[AGENT][NEUTRAL] Coverage is not a guarantee your payment on a claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] No, no benefits are needed, just the eligibility. Thank you though.
[AGENT][POSITIVE] Well, yes, ma'am. Is that all that I can help you with today?
[CUSTOMER][POSITIVE] That's all I appreciate the help.
[AGENT][POSITIVE] Yes, ma'am, and thanks so much for calling APO. You have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too.