AccountId: 011433970860
ContactId: f2f1f16c-dcb0-4ea2-bcf4-a2a8877ff456
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146139 ms
Total Talk Time (AGENT): 56587 ms
Total Talk Time (CUSTOMER): 62020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f2f1f16c-dcb0-4ea2-bcf4-a2a8877ff456_20250505T19:07_UTC.wav
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[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] Yes, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh man, hold on, let me see. I hear you, but I hear you muffled. Let me take this off one second. Let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All [PII]. Hello?
[AGENT][NEUTRAL] Yes, hi, my name is [PII]. I'm the um [PII]. How can I help you?
[CUSTOMER][NEUTRAL] They ah
[CUSTOMER][NEUTRAL] Hi, [PII]. Sorry about that. Uh, my name is [PII]. I'm calling from Baptist Hospital in [PII], wanting to verify eligibility and group name and group number for a patient that was seen on the [PII] of this month.
[AGENT][NEUTRAL] OK, I can certainly help with that. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy number is 226-0508.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is Mr. [PII]. Uh date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, uh Mr. [PII]'s, uh, group number is 22486.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the, and the company is the Keys Company, K E Y E S.
[CUSTOMER][NEUTRAL] K E Y
[CUSTOMER][NEUTRAL] Uh, hold on a second. Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You said it was K E Y E N?
[AGENT][NEUTRAL] Uh T E Y E S, the key Company.
[CUSTOMER][POSITIVE] This company K E Y E S. OK, got it.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, is there a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that to date date as our reference.
[CUSTOMER][POSITIVE] Awesome. Thank you, Ms. [PII]. I appreciate your time.
[AGENT][POSITIVE] Thanks for contacting API.