AccountId: 011433970860
ContactId: 0d4450d1-b2e9-4f89-a61d-efe61158b9a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128250 ms
Total Talk Time (AGENT): 62017 ms
Total Talk Time (CUSTOMER): 42517 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0d4450d1-b2e9-4f89-a61d-efe61158b9a7_20250320T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you. Good morning. Uh, my name is [PII]. I'm a Baptist Hospital as a specialist, and I'm calling to verify.
[CUSTOMER][NEUTRAL] A patient, uh.
[CUSTOMER][NEUTRAL] Insurance with you.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] No need, just a one time call.
[AGENT][NEUTRAL] Um, in case the call is disconnected, is there a phone number I could get so I could get back to you?
[CUSTOMER][NEUTRAL] It's fine because it's uh it's gonna be a loop.
[CUSTOMER][NEUTRAL] It's not gonna get disconnected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what is the policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 83,680.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And what facility are you with?
[CUSTOMER][NEUTRAL] Baptist Hospital Baptist House South Florida.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], I do have Carlo's policy pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I just wanna confirm that she has an active policy with you guys as a gap insurance.
[AGENT][NEUTRAL] Yes, sir. And I can help you with that. Her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, can I get a reference number for this call, please?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial, last name, [PII]. And what is the initial to your last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's just about it thank you very much, [PII].
[AGENT][POSITIVE] And thank you [PII] for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Likewise.