AccountId: 011433970860
ContactId: aad353f9-a6e9-4827-b5c7-76f7af6dd416
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59860 ms
Total Talk Time (AGENT): 19917 ms
Total Talk Time (CUSTOMER): 22818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/aad353f9-a6e9-4827-b5c7-76f7af6dd416_20250603T14:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] policy is 02569495.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This policy has been active just because since [PII] and it's currently active.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL you have a great day. Good bye.
[CUSTOMER][NEUTRAL] You too. Bye