AccountId: 011433970860
ContactId: b240064c-15ec-4afc-bac6-28a623db754e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223660 ms
Total Talk Time (AGENT): 53660 ms
Total Talk Time (CUSTOMER): 43663 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b240064c-15ec-4afc-bac6-28a623db754e_20250204T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Hospital to check patient eligibility, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss. [PII]?
[CUSTOMER][NEUTRAL] I have 01807138 ML 8.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can I put you on a brief hold, Miss?
[CUSTOMER][NEUTRAL] Of course, of course. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII], born [PII].
[AGENT][NEUTRAL] Yeah, OK, thank you, Ms. [PII]. OK, um, this policy is terminated. It was, uh, effective from [PII], and I don't have an active policy at this moment.
[CUSTOMER][NEUTRAL] That's OK, thank you for confirming it has termed, um, and you said your name is [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect, I have it here thanks so much for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.