AccountId: 011433970860
ContactId: ce1ff75f-4c1a-4cda-b6e9-e632a9b3fa01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83029 ms
Total Talk Time (AGENT): 41522 ms
Total Talk Time (CUSTOMER): 34411 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ce1ff75f-4c1a-4cda-b6e9-e632a9b3fa01_20250319T19:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Baptist Health Walkerton Regional Hospital. I need eligibility on a member.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 01988239 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and do you have a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you very much for your help. You have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] That's it you helped enough thank you.
[AGENT][POSITIVE] Alright, have a good day. You're welcome. Thanks for calling PL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.