AccountId: 011433970860
ContactId: d7f4c4f4-4236-4010-86db-b7a7bfd28297
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169500 ms
Total Talk Time (AGENT): 70864 ms
Total Talk Time (CUSTOMER): 43747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/d7f4c4f4-4236-4010-86db-b7a7bfd28297_20250626T15:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Baptist Health Corbin, and I was calling to verify eligibility and benefits for a member.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, um.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's spelled [PII], last initial [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] So direct line is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] policy ID 01332956.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] And you're just wanting the eligibility, is that correct?
[CUSTOMER][NEUTRAL] Um, eligibility and benefits, he's scheduled for an echocardiogram at our facility.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'm going to need to transfer you on over to Web TPA um for this insured so that they can give you the eligibility and the benefits over the telephone. Let me give you that phone number just in case the call is disconnected while I'm transferring you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready, dear.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] Thank you Ms. Try.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you dear.
[AGENT][POSITIVE] You're welcome. It's gonna be a quick hold. I'm gonna get you on over there bye bye Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye dear.
[CUSTOMER][NEUTRAL] You