AccountId: 011433970860
ContactId: f43e5acb-dbae-47c4-a00b-40fa3c53db28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84720 ms
Total Talk Time (AGENT): 39652 ms
Total Talk Time (CUSTOMER): 27631 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f43e5acb-dbae-47c4-a00b-40fa3c53db28_20250611T13:29_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I need the policy number, please?
[CUSTOMER][NEUTRAL] 02521780 ML 7
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] I don't need benefits. It was just for eligibility. Thank you though.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all I appreciate your help today.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.