AccountId: 011433970860
ContactId: bea7a7f0-b8e9-478e-9872-2ef83569f016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102000 ms
Total Talk Time (AGENT): 45820 ms
Total Talk Time (CUSTOMER): 36860 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bea7a7f0-b8e9-478e-9872-2ef83569f016_20250311T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist. I need eligibility date for a number.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with that information. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, what they gave me was 1,071,560.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, I have
[CUSTOMER][NEUTRAL] Aha aha.
[CUSTOMER][NEUTRAL] Yeah, [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and the policy is still active, and I have the correct policy number here, the current policy number.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, that policy number is 01572334.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate that.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's all I needed for today. Thank you so much. Enjoy the rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You're welcome. Bye-bye.