AccountId: 011433970860
ContactId: b667487b-197c-4c3e-8aa0-d992f0310850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67650 ms
Total Talk Time (AGENT): 29590 ms
Total Talk Time (CUSTOMER): 27909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b667487b-197c-4c3e-8aa0-d992f0310850_20250109T14:05_UTC.wav
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[CUSTOMER][NEUTRAL] Um would you think I can.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baylor Scott and White Medical Center, and I just need to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 01896422.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] You're quite welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting eligibility for this policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You as well thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.