AccountId: 011433970860
ContactId: c78e6077-1054-4960-9c8e-4cb2132010d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102000 ms
Total Talk Time (AGENT): 49467 ms
Total Talk Time (CUSTOMER): 28581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c78e6077-1054-4960-9c8e-4cb2132010d4_20250612T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Baptist Hospital calling to verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. Um first, could I get 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] 181304.
[CUSTOMER][NEUTRAL] 8 ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The new policy number is 02549486.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Mhm. No problem. And the effective date on the policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] I don't need benefits, just the eligibility. Thank you though.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye