AccountId: 011433970860
ContactId: 1b79b3fa-f5f3-4917-a11b-27ee1748fbed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165149 ms
Total Talk Time (AGENT): 58031 ms
Total Talk Time (CUSTOMER): 78339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1b79b3fa-f5f3-4917-a11b-27ee1748fbed_20250602T22:49_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] With the people
[CUSTOMER][NEUTRAL] Hello. Hi, my name is [PII], and I'm calling from Baptist Hospital. I'm actually calling to verify if a member is eligible still and is active with um APL please.
[AGENT][POSITIVE] Yes Miss [PII], I can help you with um the eligibility of a patient. May I please get your callback number, ma'am just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the patient's name is uh [PII], and it's [PII].
[AGENT][NEUTRAL] OK. And then Ms. [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 02593413 ML 8
[AGENT][NEUTRAL] OK, let me look her up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy. Her effective date is [PII] and her policy is current.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, perfect. And is she the policy holder or is she a dependent under someone else with this plan?
[AGENT][NEUTRAL] She's the holder.
[CUSTOMER][NEUTRAL] OK perfect perfect and then for this plan I have a group number of 24327 is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you and do you also know if it has a group name?
[AGENT][NEUTRAL] Florida City Dental.
[CUSTOMER][NEUTRAL] Florida City Dental. OK. Alrighty, I think that's all I needed. Perfect, yeah, and then I'm sorry, can you, uh, just confirm with you me your name one more time please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] OK, sorry, great and then by any chance for this call, do you have a reference number?
[AGENT][NEUTRAL] Yes, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much well that's all I'm gonna be needing for today.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. I hope you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Likewise thank you so much.
[AGENT][POSITIVE] You're welcome. You take care.
[CUSTOMER][NEUTRAL] Bye-bye. You too. Bye.
[AGENT][NEUTRAL] Bye-bye.