AccountId: 011433970860
ContactId: c81af861-b0b9-4e23-be14-a87e720cb44b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110379 ms
Total Talk Time (AGENT): 51832 ms
Total Talk Time (CUSTOMER): 33507 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c81af861-b0b9-4e23-be14-a87e720cb44b_20250604T13:39_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] [PII] in health and eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] 1070576
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, thank you very much. Uh, I'm gonna repeat this, uh, to you again.
[AGENT][NEUTRAL] 070576, is that what you said?
[CUSTOMER][NEUTRAL] It starts with 11070576.
[AGENT][NEUTRAL] OK, thank you. Let me just check while I'm looking this up if I can have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I'm sorry, do you mind spelling that or or telling me the insured's last name again? That's, I just want to make sure I have the right, uh, policy.
[CUSTOMER][NEUTRAL] I have [PII] as the last name.
[AGENT][NEUTRAL] OK, thank you. The policy went into effect on [PII]. It is active. Now you mentioned eligibility. Is there anything with the benefits that I can tell you about this policy?
[CUSTOMER][NEGATIVE] No, I don't need any benefits.
[AGENT][NEUTRAL] OK, well, the policy is active, that's all these individuals.
[CUSTOMER][NEUTRAL] OK. Thank you. And what was your name again?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our rental.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] OK, well, [PII], thanks for contacting APR.