AccountId: 011433970860
ContactId: f862c349-0574-4783-8186-8f0f7c97aac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95699 ms
Total Talk Time (AGENT): 29159 ms
Total Talk Time (CUSTOMER): 29151 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f862c349-0574-4783-8186-8f0f7c97aac7_20250527T15:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02520720
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, just eligibility to make sure it's still active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. It is still active.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all I really appreciate it.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.