AccountId: 011433970860
ContactId: fef27643-4da2-4967-b1d9-6e1b5dc10db6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72860 ms
Total Talk Time (AGENT): 18571 ms
Total Talk Time (CUSTOMER): 29640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/fef27643-4da2-4967-b1d9-6e1b5dc10db6_20250519T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital, calling to verify eligibility for patients.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 01611792ML8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Oh it looks like this policy is effective and active [PII].
[CUSTOMER][POSITIVE] OK. Perfect. And you said your name was [PII], correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.