AccountId: 011433970860
ContactId: bd197166-26ec-4304-b9e8-09199c41b47c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104559 ms
Total Talk Time (AGENT): 42473 ms
Total Talk Time (CUSTOMER): 48347 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bd197166-26ec-4304-b9e8-09199c41b47c_20250319T17:13_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] Hey, so, good afternoon. Uh, my name is [PII] calling from Baptist Hospital in [PII]. I wanted to verify eligibility for a patient that was seen on the [PII] of this month.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, they gave us 01893417 MLH.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, this is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Miss [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][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I, may I verify the group number with you?
[AGENT][NEUTRAL] OK, um, yes, go ahead.
[CUSTOMER][NEUTRAL] Um, they entered 24239.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, got you. Alright, perfect, thank you, so I appreciate your time.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][POSITIVE] Thank you. Bye-bye. Yeah.
[CUSTOMER][NEUTRAL] Bye bye.