AccountId: 011433970860
ContactId: e50514a8-9a7f-45f5-b0f0-39e86a54bc09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129619 ms
Total Talk Time (AGENT): 38628 ms
Total Talk Time (CUSTOMER): 52903 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e50514a8-9a7f-45f5-b0f0-39e86a54bc09_20250424T22:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital to confirm the eligibility for a patient.
[AGENT][NEUTRAL] That I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] today
[CUSTOMER][NEUTRAL] 01813083 ML 7
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that would be [PII] [PII].
[AGENT][NEUTRAL] It looks like this policy term 111-2024, but let me see if there is an active one.
[AGENT][NEUTRAL] Um, yes, there is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 49745.
[CUSTOMER][NEUTRAL] They are the 49745.
[AGENT][NEUTRAL] OK, she's got an active policy. Um, can I give you that number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] The policy number is 2549509.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 2549509
[AGENT][NEUTRAL] Yes, and this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy that there's no numbers in it, I mean no letters, it's just 2549509.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect and you said your name was [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You as well.