AccountId: 011433970860
ContactId: 0b3e8920-3e31-4dc1-9288-d274abb14fe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75800 ms
Total Talk Time (AGENT): 34229 ms
Total Talk Time (CUSTOMER): 34192 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/0b3e8920-3e31-4dc1-9288-d274abb14fe4_20250423T13:49_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. I'm calling from Baptist Health. I'm just trying to make sure my patient's APL is still active.
[AGENT][NEUTRAL] I can help with eligibility. What's the policy number, please?
[CUSTOMER][NEUTRAL] Yes, um, it's gonna be 156.
[CUSTOMER][NEUTRAL] 553.
[CUSTOMER][NEUTRAL] 9 and then the letters ML and the number 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. Now, does look like she had a policy with us from, um, it looks like it was, it went, it was in effect from [PII] until [PII], but that's when it turned, so she does not have an active policy with this now. Um, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just that, thank you so much that's all I needed.
[AGENT][POSITIVE] OK, thanks for contacting APL have a.