AccountId: 011433970860
ContactId: c6333706-b685-482d-b70d-3fd044c39a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73319 ms
Total Talk Time (AGENT): 22652 ms
Total Talk Time (CUSTOMER): 30830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c6333706-b685-482d-b70d-3fd044c39a15_20250516T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist South Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, I do [PII].
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 1477485ML8.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I show this policy is effective [PII]. It's currently active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect, that's what I needed to know. Is there a reference number for this call?
[AGENT][NEUTRAL] That's my name is [PII], first initial [PII] name, [PII], and today's date?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.