AccountId: 011433970860
ContactId: eed35bb7-b652-4bb9-8fad-efa358167578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79339 ms
Total Talk Time (AGENT): 16436 ms
Total Talk Time (CUSTOMER): 24358 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/eed35bb7-b652-4bb9-8fad-efa358167578_20250611T18:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient. We were calling to verify a member's gap um eligibility benefits.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, that's going to be 02609958.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the year of birth?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEGATIVE] CSR will disconnect but no response.