AccountId: 011433970860
ContactId: e32fc174-3841-4f83-b032-50f1473ef038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94139 ms
Total Talk Time (AGENT): 35373 ms
Total Talk Time (CUSTOMER): 29209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e32fc174-3841-4f83-b032-50f1473ef038_20250602T17:35_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility um if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02037623ML8
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I do show her policy lapsed on the [PII].
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[AGENT][NEUTRAL] The policy um terminated on [PII].
[CUSTOMER][NEUTRAL] OK, it was so it was active on [PII]?
[AGENT][NEUTRAL] Yes, policy was met um active on [PII].
[CUSTOMER][NEUTRAL] OK perfect is there a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Thank you for calling APM you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.