AccountId: 011433970860
ContactId: baa35791-0a7f-4f64-a384-a713137aa918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104930 ms
Total Talk Time (AGENT): 51200 ms
Total Talk Time (CUSTOMER): 44641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/baa35791-0a7f-4f64-a384-a713137aa918_20250102T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, good morning. My name is [PII]. I'm just trying to confirm a patient's eligibility for me, um, if you could do that for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yes, I can assist you with the eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, let me go ahead and read that to you now. The best callback number I have is [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So the policy number is 01458577ML8.
[AGENT][NEUTRAL] Thank you. And you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] I'm calling from uh Baptist Outpatient Services.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh first name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect. All I need now is if you can please tell me a reference number or if you have that?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yeah, if I can get the spelling of your name.
[AGENT][NEUTRAL] Sure, that's [PII] [PII].
[CUSTOMER][POSITIVE] And you said today's date. OK, I appreciate all the information. Thank you very much, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.