AccountId: 011433970860
ContactId: 0c1fc4c2-7c83-4718-a82b-f5791f7b3920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104750 ms
Total Talk Time (AGENT): 39289 ms
Total Talk Time (CUSTOMER): 55473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0c1fc4c2-7c83-4718-a82b-f5791f7b3920_20250320T13:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII]. I'm calling from Baptist Health South of [PII], and I would like to know if this patient is active.
[AGENT][NEUTRAL] Sure, sure, I can assist you with that. Could you provide me with a callback number and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 134192 M as in Mary, L as in Larry and the number 8.
[AGENT][NEUTRAL] You said, give me that policy number one more time.
[CUSTOMER][NEUTRAL] 1341924, M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you and could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And could you verify the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mildred um Trabet, [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify eligibility for Mildred. Mildred's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Active is this um this cover like a doctor's office specialist office visit?
[AGENT][NEUTRAL] So her policy has benefits for inpatient and outpatient services. However, office visits or the treatment received in the office is not covered under this policy.
[CUSTOMER][NEUTRAL] Oh, it's not covered. OK, OK, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you very much.
[AGENT][POSITIVE] Thanks for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.