AccountId: 011433970860
ContactId: da64ab0e-c9ec-4101-9b30-5a34be9f882c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100400 ms
Total Talk Time (AGENT): 29277 ms
Total Talk Time (CUSTOMER): 56741 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/da64ab0e-c9ec-4101-9b30-5a34be9f882c_20250411T20:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Ms. [PII], my name's [PII]. I'm calling from Baptist Health of Louisville. I was calling to check the eligibility for a patient.
[AGENT][NEUTRAL] Hey, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's 02413434 M as in Mary, L as in Lima number 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah they.
[AGENT][NEUTRAL] And do you need uh eligibility and benefits or just benefits?
[CUSTOMER][NEUTRAL] Just eligibility for date of service of [PII].
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Uh, looks like the policy was effective [PII], and it's currently active.
[CUSTOMER][NEUTRAL] OK, alright, and, and do we submit the claims to [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, and what was your first name?
[AGENT][NEUTRAL] Uh, first name is [PII], [PII], and my name and today's date is the reference.
[CUSTOMER][NEUTRAL] And and when you look at the holiday.
[CUSTOMER][POSITIVE] Alright, well thank you, Miss [PII]. I hope you enjoy the rest of your day and have a good weekend.
[AGENT][POSITIVE] Thanks for calling APL. Have a great weekend too.
[CUSTOMER][POSITIVE] Thank you bye bye.