AccountId: 011433970860
ContactId: b7038c7a-2d50-4d85-8f85-a8ea8cedadbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277510 ms
Total Talk Time (AGENT): 100033 ms
Total Talk Time (CUSTOMER): 86259 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b7038c7a-2d50-4d85-8f85-a8ea8cedadbf_20250409T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Baptist Memorial Hospital calling. I'm needing to confirm a patient's eligibility with y'all.
[AGENT][POSITIVE] Yeah, of course, I can help you with that today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the policy number on you?
[CUSTOMER][NEUTRAL] Yes, ma'am. That will be 018.
[CUSTOMER][NEUTRAL] 99,470
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] That will be [PII], no extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect. And then what's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just going to confirm the policy number. You said 1,899,470?
[CUSTOMER][NEUTRAL] Yes, I believe that's right. His card is rather old, so it's hard to make out.
[AGENT][NEUTRAL] OK, there might be a number off cause I'm not seeing [PII] on this policy.
[CUSTOMER][NEUTRAL] OK. Um, my next best guess judging from the smudges here is um 01898470.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] Um, no, not that one either. Let's try, let's do his first and last name.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. First name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[CUSTOMER][NEUTRAL] And he is a junior, if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Sorry, it's just taking a minute to load.
[CUSTOMER][NEUTRAL] Oh no it's fine I understand.
[AGENT][NEUTRAL] OK, I think I found him. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And his date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. I have him. So his policy number is 1,893,470.
[CUSTOMER][NEUTRAL] 3470. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and we're just checking eligibility.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's all for today.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So, it looks like his policy is active and the effective date was [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Got it.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII] and.
[AGENT][NEUTRAL] All right. Is there, yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with? Yes, we do. Uh, so it would be my first name, which is [PII]
[CUSTOMER][NEUTRAL] Uh, and do y'all do call reference numbers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it would be today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Today's date. Uh, got it. All right. Thank you so much, [PII]. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, of course. Thank you for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] All right. Thank you. Bye.