AccountId: 011433970860
ContactId: c49c62af-66de-4790-9dbc-366ea9b49bc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88660 ms
Total Talk Time (AGENT): 54010 ms
Total Talk Time (CUSTOMER): 32280 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c49c62af-66de-4790-9dbc-366ea9b49bc6_20250205T17:26_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm calling from Baptist Health Surgery Center. I was calling to verify patients benefits just to see if they're active.
[AGENT][POSITIVE] Oh, it would be my pleasure.
[AGENT][POSITIVE] It would be a pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And a callback number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah it is
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02572507
[AGENT][NEUTRAL] And the patient's name and date of birth please, ma'am.
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with the eligibility. I am showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Correct, yes. And your name?
[AGENT][NEUTRAL] Anything else I can help you with you? My name is [PII], if you need a reference number, it would be my name and today's date.
[CUSTOMER][POSITIVE] OK, that's all I needed, [PII]. Thank you so much for verifying.
[AGENT][POSITIVE] My pleasure to help with that eligibility. Thank you for calling APL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.