AccountId: 011433970860
ContactId: d4e3f613-5ebe-44a4-bbac-693237d1d0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88739 ms
Total Talk Time (AGENT): 33739 ms
Total Talk Time (CUSTOMER): 42729 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/d4e3f613-5ebe-44a4-bbac-693237d1d0a8_20250606T16:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling from Baptist Hospital in [PII]. Um, I wanted to, if possible, verify eligibility, group name and group number for a patient that has already been seen.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Could you provide me with a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02019805ML8.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify eligibility group name and group number. The policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] The group number is 22392. That's 22392 and the group name is [PII].
[CUSTOMER][NEUTRAL] OK. And, uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Alrighty thank you so much for.
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day, [PII].
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][POSITIVE] Thanks goodbye.
[CUSTOMER][NEUTRAL] All right bye bye.