AccountId: 011433970860
ContactId: e47503ca-839d-4c83-9585-9b796c7db533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89639 ms
Total Talk Time (AGENT): 38730 ms
Total Talk Time (CUSTOMER): 29798 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e47503ca-839d-4c83-9585-9b796c7db533_20250603T13:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's 02497672 ML8.
[AGENT][NEUTRAL] [PII], can you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for outpatient services, [PII]?
[AGENT][NEUTRAL] Um, I don't gave you the patient's name, [PII].
[CUSTOMER][NEUTRAL] Uh, just to, um, verify eligibility.
[AGENT][NEUTRAL] Just for this policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all. What was your first name again?
[AGENT][NEUTRAL] My name is [PII] and today's date as a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] You too