AccountId: 011433970860
ContactId: 13da263d-0bb1-4c05-8e73-1bc054a3fc37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153389 ms
Total Talk Time (AGENT): 62365 ms
Total Talk Time (CUSTOMER): 93420 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/13da263d-0bb1-4c05-8e73-1bc054a3fc37_20250409T19:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII]. I'm calling from Baptist Health Walker Hospital, the pre-registration department. I'm just calling today just to verify benefits and eligibility for our patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, sure, our good callback number it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Sorry, the facility, right?
[AGENT][NEUTRAL] No, the policy number for the insured.
[CUSTOMER][NEUTRAL] Oh, the policy number. Oh, OK. Just give me one moment.
[CUSTOMER][NEUTRAL] All right. The ID number that is showing you on the uploaded ID card, is it start with 1416321?
[AGENT][NEUTRAL] 1416321.
[CUSTOMER][NEUTRAL] I'm sorry, 27.
[AGENT][NEUTRAL] The patient's name and date? 27. OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying uh her policy and you did say you were calling for benefits and eligibility.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEGATIVE] Um, I do show that this policy is no longer active. Uh, it looks like it canceled on [PII], and they, uh, I do not show any other active policies with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, sorry, when was terminated the insurance? [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] And [PII], what is the initial to your last name?
[AGENT][NEUTRAL] [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, I just need to get the reference number.
[AGENT][NEUTRAL] Sure, to reference our call, you will use my name and today's date.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Alright, [PII], thank you so much for your assistance and uh you may have a great shift. Bye for now.
[AGENT][POSITIVE] Thank you. Have a wonderful day. Thank you for calling APL. Bye-bye.