AccountId: 011433970860
ContactId: fa4396c9-cb30-4a0a-94ee-63e4dfce7b21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153539 ms
Total Talk Time (AGENT): 59697 ms
Total Talk Time (CUSTOMER): 44819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/fa4396c9-cb30-4a0a-94ee-63e4dfce7b21_20250109T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Baptist Hospital Medical Group to check eligibility for this patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 144
[CUSTOMER][NEUTRAL] 971.
[CUSTOMER][NEUTRAL] 5, M as in Mary, L as in Larry, 5.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] OK. And what's her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, let me see if I have a new policy. This one is an old policy and its terminated.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I did not find any policy. This one was effective on [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And um OK, so it's terminated.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Um, what is your name?
[AGENT][NEUTRAL] My name is [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] And do you, I get a reference number?
[AGENT][NEUTRAL] OK, we don't have reference numbers, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. And is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.