AccountId: 011433970860
ContactId: e9988dae-28af-44de-ae64-b6d7a24aa339
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68099 ms
Total Talk Time (AGENT): 27111 ms
Total Talk Time (CUSTOMER): 33080 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e9988dae-28af-44de-ae64-b6d7a24aa339_20250130T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII]. Can I take eligibility on a patient.
[AGENT][POSITIVE] I can assist with thank you so much and may I have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][POSITIVE] Thank you very much. What is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I have 02100133 letter M as in Mike L as in Larry and number 8.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh his name is [PII]. Last name is [PII]. It's [PII], born [PII].
[AGENT][NEUTRAL] Thank you so much for that information. You're calling for eligibility. Um, the member shows effective as of [PII] and this policy shows active as a supplemental medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much. I hope you have a wonderful evening.
[AGENT][POSITIVE] You as well, [PII]. Thank you for calling APL. Take care. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.