AccountId: 011433970860
ContactId: d544b884-b5af-4f5b-a1a3-f6e743d5d623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94910 ms
Total Talk Time (AGENT): 46158 ms
Total Talk Time (CUSTOMER): 33316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d544b884-b5af-4f5b-a1a3-f6e743d5d623_20250604T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what is your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Baptist Outpatient Services. I need to verify eligibility on a patient if you can please help me with that.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do 01935608.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, they do not. The last policy they had with us terminated [PII]. They currently don't have any policies active with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much and you have a wonderful rest of the day.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that would be it, thank you.
[AGENT][POSITIVE] All [PII]. Thank you, [PII]. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.