AccountId: 011433970860
ContactId: fc269f6a-8a9f-4cec-bfb8-aa3953a954e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61720 ms
Total Talk Time (AGENT): 24550 ms
Total Talk Time (CUSTOMER): 26942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/fc269f6a-8a9f-4cec-bfb8-aa3953a954e5_20250331T14:56_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital. Just calling to verify patients insurance eligibility.
[AGENT][NEUTRAL] I can help with eligibility. Uh, [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 01670175 ML 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that while I'm looking this up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. It looks like the policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] Uh, no, that's all I needed. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.