AccountId: 011433970860
ContactId: a99e76ba-8483-4ebc-8d52-a4ceddfa8aed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72699 ms
Total Talk Time (AGENT): 37787 ms
Total Talk Time (CUSTOMER): 28760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a99e76ba-8483-4ebc-8d52-a4ceddfa8aed_20250422T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling with Baptist House Louisville, and I just need to verify if coverage is active on one of your people.
[AGENT][NEUTRAL] All right, [PII], not a problem. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02449742.
[AGENT][NEUTRAL] Alright, and patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. We are the members secondary insurance [PII], so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and is there some sort of reference number that I can use for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials in today's date. My name again is [PII], that's [PII] and last initial is [PII].
[CUSTOMER][NEUTRAL] OK, and then today's date, the [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK fantastic thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.