AccountId: 011433970860
ContactId: d8f744dd-bbc3-44fd-9ee8-1c4f54a98c4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141179 ms
Total Talk Time (AGENT): 51935 ms
Total Talk Time (CUSTOMER): 52467 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d8f744dd-bbc3-44fd-9ee8-1c4f54a98c4f_20250421T14:46_UTC.wav
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[AGENT][NEUTRAL] Well, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling for Baptistation Center. Uh, we just wanted to see if this insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, uh, first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 5644
[CUSTOMER][NEUTRAL] 67
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. Let me look that policy up real quick.
[AGENT][POSITIVE] I do show that [PII] does have an active.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] Uh [PII]. Perfect. Can I have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. What is it? TO?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, to you [PII], perfect. And today's day. Awesome. Awesome, [PII], have a great day.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful. Thank you. Is there anything else, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][POSITIVE] No, no, thank you, you've been great thank you so much.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] You're welcome bye bye.