AccountId: 011433970860
ContactId: 2e26f0fb-b080-4811-b73e-78eee76a32a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128508 ms
Total Talk Time (AGENT): 55408 ms
Total Talk Time (CUSTOMER): 41063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2e26f0fb-b080-4811-b73e-78eee76a32a9_20250206T14:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I'm calling from, um, I'm calling for, to check on eligibility for patients.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, miss, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] And where are you calling from?
[CUSTOMER][NEUTRAL] Baptist Health Medical Group.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. It's 01861194 ML8.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and it's [PII].
[AGENT][NEUTRAL] All right. Thank you. All right, Ms. [PII], you said you need eligibility. 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][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, that is.
[CUSTOMER][NEUTRAL] No, that is all today. Is there a reference number that I can have, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Is it just [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. Perfect. OK. Thank you so much for all your help. I hope you have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATL Miss [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah.