AccountId: 011433970860
ContactId: 35471617-045f-4335-9473-a40812637d4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115239 ms
Total Talk Time (AGENT): 51671 ms
Total Talk Time (CUSTOMER): 46070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/35471617-045f-4335-9473-a40812637d4b_20250616T13:41_UTC.wav
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[AGENT][NEUTRAL] 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 Baptist Health Medical Group.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I need to confirm uh patients um eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, Miss. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I 8 sorry 01845844 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Mr. All right, and 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][NEUTRAL] It is active active supplemental.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And so may I have a reference number for this call?
[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] [PII]?
[AGENT][NEUTRAL] [PII] that's initial [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Um, thank you, so have a wonderful week. I appreciate your help bye bye.
[AGENT][POSITIVE] You as Mr. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm