AccountId: 011433970860
ContactId: 3058a032-bb66-424e-b0af-62171b58bb6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142570 ms
Total Talk Time (AGENT): 40157 ms
Total Talk Time (CUSTOMER): 48563 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3058a032-bb66-424e-b0af-62171b58bb6a_20250512T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yep, my name is [PII]. callback number would be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, I do. It is 01603024ML8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, it looks like that's an old policy number. Let me pull up the new one.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] The new policy number is 2,544,960.
[AGENT][NEUTRAL] And this policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect. That was 254-496-0?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, is the group number the same?
[AGENT][NEUTRAL] Uh, group number is
[AGENT][NEUTRAL] 22306.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, that's all I need. You said there was no future termination date?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, that is all I needed. [PII], can I just get a reference number for this call, please?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much. um, have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.