AccountId: 011433970860
ContactId: c4911520-8bd4-47b4-85db-99d656959b67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88720 ms
Total Talk Time (AGENT): 46009 ms
Total Talk Time (CUSTOMER): 34980 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c4911520-8bd4-47b4-85db-99d656959b67_20250410T14:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you doing? My name is [PII] from Baptist Health.
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] OK, I'm just trying to eligibility for a patient. I'm well, thank you for asking.
[AGENT][POSITIVE] Yeah, sure. Yes, I can assist you with the eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sorry it's [PII].
[AGENT][NEUTRAL] OK. OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's 156-593-9 ML 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So, it's [PII], and then the date of birth is [PII].
[AGENT][NEUTRAL] OK. OK, thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright perfect thank you so very much for your help I really appreciate it.
[AGENT][POSITIVE] Mm. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, no, no, there's nothing else. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] All right then. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.