AccountId: 011433970860
ContactId: f6c9c7e1-b36d-420a-b976-de04bd0e9fc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112959 ms
Total Talk Time (AGENT): 55719 ms
Total Talk Time (CUSTOMER): 35259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f6c9c7e1-b36d-420a-b976-de04bd0e9fc5_20250411T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify your plan is active.
[AGENT][NEUTRAL] Hm, OK. I can help you with, um, you, you said you were calling to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes please, just eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, that'll be fine. I can help you with eligibility. And then what is your name and your contact number?
[CUSTOMER][NEUTRAL] [PII] and the callback is.
[CUSTOMER][NEUTRAL] One second, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and then date of birth is [PII]. The date of the policy number is 08 I'm sorry 01825835 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. And then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Baptist Hospital of South Florida.
[AGENT][NEUTRAL] OK. I am going to look that up for you right now. Let me pull in that policy.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy with us and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK perfect uh what's your name and the initial for your last name?
[AGENT][NEUTRAL] My name is [PII] and the initial is A.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a great weekend, Ms. [PII]. Is that all I can help you with before we go?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yes, perfect, thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL.