AccountId: 011433970860
ContactId: e28eea22-4770-40fb-ab88-74002c5fd2c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71400 ms
Total Talk Time (AGENT): 31780 ms
Total Talk Time (CUSTOMER): 26910 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e28eea22-4770-40fb-ab88-74002c5fd2c2_20250514T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] All right, [PII], happy to check on eligibility for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 2502559.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient is active. Effective date on here is [PII]. We're the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and he is the policy holder, correct?
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][POSITIVE] OK, great. That's all I needed. Thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.