AccountId: 011433970860
ContactId: be2264ad-b0f1-4df5-95f9-a8383223d306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112919 ms
Total Talk Time (AGENT): 39660 ms
Total Talk Time (CUSTOMER): 40880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/be2264ad-b0f1-4df5-95f9-a8383223d306_20250515T18:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi good afternoon I'm sorry, what is your name again?
[AGENT][NEUTRAL] Uh it's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, one moment, it is 023-34236.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Showing that they had a policy with us. Um, it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's no active policy um for her then there.
[AGENT][POSITIVE] Uh, correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. OK, perfect. That's all I needed to know. Is there a reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name of today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.