AccountId: 011433970860
ContactId: e51e8431-724a-4694-b3fb-a617a2a72498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104000 ms
Total Talk Time (AGENT): 50960 ms
Total Talk Time (CUSTOMER): 34506 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e51e8431-724a-4694-b3fb-a617a2a72498_20250409T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] with Baptist Health Admission Support, and I was calling to verify a patient's eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII] that is direct.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01892869
[AGENT][POSITIVE] Thank you, [PII], and the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can help you with eligibility for [PII]. [PII], I'm actually showing that this policy termed on 628-2023.
[AGENT][NEUTRAL] She has no active coverage with APL.
[CUSTOMER][POSITIVE] Perfect. Can I get the first initial of your last name?
[AGENT][NEUTRAL] It's [PII], and if you need a reference number, it would be my name and today's date.
[AGENT][POSITIVE] And it was a pleasure to assist you with eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much you have a great rest of your day.
[AGENT][POSITIVE] [PII], I hope you have a wonderful day as well. And thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you, ma'am. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.