AccountId: 011433970860
ContactId: 05337351-b0ab-42a4-af9a-eeab67a6dea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66019 ms
Total Talk Time (AGENT): 28041 ms
Total Talk Time (CUSTOMER): 26786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/05337351-b0ab-42a4-af9a-eeab67a6dea3_20250612T19:26_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Baptist Health Medical Group to see if a patient's plan is active.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What's her policy number, [PII]?
[CUSTOMER][NEUTRAL] 1309628 ML 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. So looks like the member's plan has terminated as of [PII]. I do not show any other active coverage with us at this time.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.