AccountId: 011433970860
ContactId: 1806beb8-d98d-480d-9e2f-28e424b5f75a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87120 ms
Total Talk Time (AGENT): 38770 ms
Total Talk Time (CUSTOMER): 35160 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1806beb8-d98d-480d-9e2f-28e424b5f75a_20250320T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Line. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Baptist Health Medical Group. I need to verify eligibility and benefits for a patient coming in for a
[CUSTOMER][NEUTRAL] Specialist office visit?
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And if I could get the policy number you're calling on.
[CUSTOMER][NEUTRAL] 02487870 ML 8.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying the policy and you said you're calling for benefits for physician office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK, I show that this policy has canceled. Uh, it did turn on [PII]. I'm not showing any other active policies with us.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Term
[CUSTOMER][POSITIVE] [PII]. OK, thank you very much. I appreciate your help. Have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm