AccountId: 011433970860
ContactId: e53de0b4-901e-4387-95e4-719f018cee70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72699 ms
Total Talk Time (AGENT): 39849 ms
Total Talk Time (CUSTOMER): 29189 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e53de0b4-901e-4387-95e4-719f018cee70_20250428T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII]. I'm calling from Walker Baptist Medical Center. I'm trying to get eligibility verification on a patient we had.
[AGENT][POSITIVE] All right. Happy to check eligibility. What's that uh policy number?
[CUSTOMER][NEUTRAL] I have 02455054.
[AGENT][NEUTRAL] OK. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient is active, effective date [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, um, Miss [PII], is there a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with the initial to my last name and then today's date. The initial to my last name is [PII], first name [PII], today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much, Ms. [PII].
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.