AccountId: 011433970860
ContactId: 180664a7-386e-4db0-aa24-41f5ff03f372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170899 ms
Total Talk Time (AGENT): 69402 ms
Total Talk Time (CUSTOMER): 64196 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/180664a7-386e-4db0-aa24-41f5ff03f372_20250604T20:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I need to check if a patient's plan is active, please.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and my name and the callback number is [PII].
[AGENT][NEUTRAL] And you said the name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, Miss [PII]. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Baptist Health Medical Group.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02286533 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Perfect. Thank you, Ms. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect and.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Is this a gap insurance?
[AGENT][NEUTRAL] This is a secondary supplemental plan.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] So it kind of works like a gap but it's not really a gap we do pay the providers.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much and the group name is um the Educational Federal Credit Union correct?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me double check.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and the group number 23993?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, just a reference number for the call. What's your name, please?
[AGENT][NEUTRAL] OK, and we don't have a reference number. You can use my name in today's date. My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.