AccountId: 011433970860
ContactId: b3cc16e4-3884-4884-bff9-560d4e85b983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100639 ms
Total Talk Time (AGENT): 50199 ms
Total Talk Time (CUSTOMER): 33620 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b3cc16e4-3884-4884-bff9-560d4e85b983_20250509T13:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Hospital to check eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02474261, M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. OK, and you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK. And may I have your name again, please?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you. You're welcome. Have a good day and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK. You too. Thank you. Bye.