AccountId: 011433970860
ContactId: f09b65a4-4edd-4d86-89b7-8d2f63bc83c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127569 ms
Total Talk Time (AGENT): 64484 ms
Total Talk Time (CUSTOMER): 35157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/f09b65a4-4edd-4d86-89b7-8d2f63bc83c2_20250403T16:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. I'm calling from Baptist Hospital, calling just to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I'm sorry, [PII]. OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII] Last name [PII]. Date of birth [PII]. And the policy I have is 1659781.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] And I'm looking to see, let me give you the good policy number. He does have an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'll make sure he's on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, so the good policy number is 1883552.
[AGENT][NEUTRAL] And the effective first effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be all. I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.