AccountId: 011433970860
ContactId: e5d89b66-075f-4475-a430-9ede0ec8a084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121269 ms
Total Talk Time (AGENT): 59938 ms
Total Talk Time (CUSTOMER): 38998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e5d89b66-075f-4475-a430-9ede0ec8a084_20250403T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm sorry, can you repeat your name again, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much. So I was calling to check on eligibility for a patient.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's Baptist Health Medical Group.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And what's the patient's policy number, mister?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01611637.
[AGENT][NEUTRAL] All right, thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. All right. OK. And you said you need eligibility. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, would I be able to get a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. So I hope you have a wonderful day.
[AGENT][NEUTRAL] You need to spelling.
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you for calling ATL. Have a good day. Goodbye. You're welcome. Bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.