AccountId: 011433970860
ContactId: c7f35a92-dd8c-49e0-a4a4-28e3a8138daf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96440 ms
Total Talk Time (AGENT): 41328 ms
Total Talk Time (CUSTOMER): 29036 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c7f35a92-dd8c-49e0-a4a4-28e3a8138daf_20250606T20:49_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling from Baptist Health Medical Group to check if the patient is active.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] 1067727
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, let me see if I have a new policy. This one is terminated, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, Ms. [PII], I did not find any new policy. This one was effective from [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] [PII]. Perfect, thank you that's all the information that I needed.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling ATO. Have a good afternoon. Happy weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.