AccountId: 011433970860
ContactId: ae8a8cd8-1718-47d6-9d09-3c98cf472a9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99120 ms
Total Talk Time (AGENT): 32621 ms
Total Talk Time (CUSTOMER): 41562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ae8a8cd8-1718-47d6-9d09-3c98cf472a9f_20250527T20:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm with digital registration here at Baptist Health. I wanna verify if a person's um insurance is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] 14, M as in mom, L as in Larry, 7.
[AGENT][NEUTRAL] OK. Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Uh, effective date is [PII], and the policy is active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, do you have a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. The last initial [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, thank you. I appreciate it. That's all I needed.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Bye-bye. You too.
[AGENT][NEUTRAL] Bye.