AccountId: 011433970860
ContactId: 360ae392-6146-4077-8bd0-28c0ea2f0adc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119480 ms
Total Talk Time (AGENT): 52038 ms
Total Talk Time (CUSTOMER): 54109 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/360ae392-6146-4077-8bd0-28c0ea2f0adc_20250324T17:52_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Did you say [PII]? I'm sorry.
[AGENT][NEUTRAL] Um, Ay. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] sorry, there's a lot of, OK, hi [PII] my name is [PII]. I'm calling from Baptist Health Medical Group. I need to confirm um eligibility and benefits for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02016214 ML 8.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and it expired on [PII].
[CUSTOMER][NEUTRAL] OK. Um, OK. I, I have another ID number. Could you please check that one?
[AGENT][NEUTRAL] Yes, ma'am. What's that number?
[CUSTOMER][NEUTRAL] It's 0
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 847379.
[AGENT][NEUTRAL] OK, yes, ma'am. I'm I'm showing the effective date on this policy was [PII] and it expired on [PII].
[CUSTOMER][POSITIVE] OK, this one they're both terminated. Thank you [PII]. I appreciate your help bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all. Have a good day bye.
[AGENT][POSITIVE] Yeah, thank you. You do the same, [PII]. Thank you for calling APL bye.