AccountId: 011433970860
ContactId: dc88ab0d-d86f-41f0-bcea-fdfb4476acd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80730 ms
Total Talk Time (AGENT): 27638 ms
Total Talk Time (CUSTOMER): 41301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/dc88ab0d-d86f-41f0-bcea-fdfb4476acd6_20250318T20:36_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Baptist Outpatient Services to just to confirm benefits for your patients.
[AGENT][POSITIVE] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[CUSTOMER][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] It is 01699810. M for Mary, L for lion.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility?
[CUSTOMER][NEUTRAL] Eligibility and to see if she has any coverage and up to how much is covered.
[AGENT][NEGATIVE] This policy was terminated [PII] and she has no active policy here, unfortunately.
[CUSTOMER][POSITIVE] OK, thank you so much for that. I appreciate you. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Oh no, that'll be all. I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.