AccountId: 011433970860
ContactId: cc799854-666b-4c49-b7cc-cafc7fc4d729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124459 ms
Total Talk Time (AGENT): 47492 ms
Total Talk Time (CUSTOMER): 47559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/cc799854-666b-4c49-b7cc-cafc7fc4d729_20241231T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of Baylor Cotton White Medical Center. To check the eligibility for the member [PII].
[AGENT][NEUTRAL] OK. Sure, I can assist you with the eligibility, and I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01898930.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said you needed eligibility.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, OK, looks like this policy was effective [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it terminated [PII]. There's no other policies available.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, the plan has been termed on [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] Uh, can you please spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, sir. Thank you for your assistance. Have a great day and stay safe. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Have a good day, Mr. [PII].