AccountId: 011433970860
ContactId: f547a4bc-e8b5-456c-949f-a28a6c1ad51f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81860 ms
Total Talk Time (AGENT): 25209 ms
Total Talk Time (CUSTOMER): 32727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f547a4bc-e8b5-456c-949f-a28a6c1ad51f_20250110T20:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], this is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the policy number of the member?
[CUSTOMER][NEUTRAL] 01473182 M as in Mary, L as in Larry is the number 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] It's gonna be for [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy terminated [PII] and there's no active policy.
[CUSTOMER][POSITIVE] Mm, OK. Thank you so much, [PII]. Have a great day.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, not