AccountId: 011433970860
ContactId: 04683086-e4b4-4f21-bad5-82404e654e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143429 ms
Total Talk Time (AGENT): 56079 ms
Total Talk Time (CUSTOMER): 71792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/04683086-e4b4-4f21-bad5-82404e654e65_20250325T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon, how are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] I'm doing good thank you. I'm calling you from a Baptist urgent care in regards to a patient. I just wanted to check if their, uh, just to check their eligibility to see if their APL is um active.
[AGENT][NEUTRAL] OK, well, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02454268, M as in Mary, L as in Lima, and then another 8.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I do. It is [PII].
[CUSTOMER][NEUTRAL] And extension is [PII].
[AGENT][NEUTRAL] [PII]. That's a long extension.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Yes, ma'am. It's almost your phone number. And uh, oh, sorry, I got hiccups. I apologize. Uh, verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] I do not show her on the policy. Um.
[CUSTOMER][NEUTRAL] Oh, you only show the dad [PII]?
[AGENT][NEUTRAL] No, ma'am. Uh, so Lucy.
[CUSTOMER][NEUTRAL] Oh, [PII] is actually the mom. OK, there's nobody else on the policy?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, ma'am. It's an individual plan as well.
[CUSTOMER][NEUTRAL] Oh, so that means it wouldn't apply to the daughter, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK, um, alrighty then I'll let them know.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Alrighty then thank you so much. No, that'll be all thank you so much I appreciate your help.
[AGENT][POSITIVE] All right, you're welcome.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] [PII] perfect [PII] thank you so much I appreciate your help have a good day.
[AGENT][POSITIVE] Thank you, you too. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.