AccountId: 011433970860
ContactId: 1d42523d-6464-4887-b07e-853bf4564b62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67620 ms
Total Talk Time (AGENT): 27430 ms
Total Talk Time (CUSTOMER): 29101 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/1d42523d-6464-4887-b07e-853bf4564b62_20250213T15:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from, um, Baptist Health on a recorded line. I'm just trying to check eligibility for a patient.
[AGENT][NEUTRAL] Sure [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the member's policy number that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] I have 01935499 ML7.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, and I'll be able to provide you the eligibility.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] So [PII], this policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] All right, and it's um a supplement plan, right?
[AGENT][POSITIVE] Yes, this is correct. This is the gap insurance.
[CUSTOMER][NEUTRAL] Perfect alright and is there a call reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately [PII] however, you can use my name in today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.