AccountId: 011433970860
ContactId: 081da931-527b-4ead-bf9e-4a02b3dd4f94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112959 ms
Total Talk Time (AGENT): 51818 ms
Total Talk Time (CUSTOMER): 48881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/081da931-527b-4ead-bf9e-4a02b3dd4f94_20250527T17:35_UTC.wav
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[AGENT][NEUTRAL] For contacting us.
[CUSTOMER][NEUTRAL] Um, hi, yes, I'm calling from Baptist Health Medical Group to verify eligibility for a supplemental or gap plans for one of our patients.
[AGENT][NEUTRAL] Yes, I can help with eligibility but who am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII], and your name?
[AGENT][NEUTRAL] My name is [PII]. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yes, [PII], it's 1137541.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, of course. Um, the patient's name is [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][POSITIVE] I appreciate that very much. Now, the policy went into effect on um
[AGENT][NEUTRAL] Uh, it looks like [PII], but it lasts as of [PII], so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The policy was in effect from [PII] until [PII].
[AGENT][NEGATIVE] Now, is there anything else at all that I can tell you about the secondary or gap insurance because I'm, I'm afraid it's lapsed. I'm afraid you didn't have a policy with us.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Yeah, no, of course. No, if it's not active right now, I'll just go ahead and, and document that information should the patient ask. OK, [PII], would there be a reference number for my call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name, uh, my name is [PII], and today's date, which is the [PII].
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. I appreciate it. Have a wonderful day.
[AGENT][POSITIVE] Thanks for contacting HT