AccountId: 011433970860
ContactId: e5ced28b-8c55-4105-ba47-616b9790942f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101489 ms
Total Talk Time (AGENT): 38878 ms
Total Talk Time (CUSTOMER): 35079 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e5ced28b-8c55-4105-ba47-616b9790942f_20250304T14:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is uh [PII] calling from the Baptist Medical Group to verify a patient's eligibility under the supplemental plan.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 1446564 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you. And Mr. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sure they had a policy with us effective [PII]. However, the policy terminated on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][POSITIVE] OK, thank you so much. And what is your name again?
[AGENT][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for your help and have a great rest of your day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.