AccountId: 011433970860
ContactId: e841fd3a-478d-44a5-8820-f055178a42d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91040 ms
Total Talk Time (AGENT): 46739 ms
Total Talk Time (CUSTOMER): 25772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e841fd3a-478d-44a5-8820-f055178a42d7_20250620T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 01972388ML8
[AGENT][NEUTRAL] Thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that. uh, so this policy is active effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK, thank you so much. Is there a call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's all I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.