AccountId: 011433970860
ContactId: 02e6dbf1-2098-4105-8cd7-2b9885c40533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135880 ms
Total Talk Time (AGENT): 68240 ms
Total Talk Time (CUSTOMER): 37212 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/02e6dbf1-2098-4105-8cd7-2b9885c40533_20250422T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon, uh, [PII]. I'm [PII] from Baptist Hospital. I'm calling in regards to mutual patient and check eligibility and benefits.
[AGENT][POSITIVE] OK, I'll be so glad to help you, but I am so sorry. I did not catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, [PII], thank you for that. Now go ahead with a good policy number.
[CUSTOMER][NEUTRAL] It would be 02024903 ML 7.
[AGENT][POSITIVE] I'll write it down now I thank you for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] It would be last name would be you, so YU, [PII], date of birth would be [PII].
[AGENT][NEUTRAL] Alrighty, Don't tell, looks like [PII] is the insured on this medical supplemental plan. do show that this policy number is terminated, so let me go and do some checking, see if he has an active plan here at APL. Let's see.
[AGENT][NEUTRAL] All right, looks like the effective date on this medical supplemental plan was [PII], but I did show that this policy did terminate on [PII]. They do not have an active policy here at all, [PII].
[CUSTOMER][POSITIVE] Awesome, thank you. That will be all. Bye bye.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Yes, that'll be all. Bye bye.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye bye.