AccountId: 011433970860
ContactId: 3a319712-cfcd-49f8-aa66-e5b650df2341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160130 ms
Total Talk Time (AGENT): 63648 ms
Total Talk Time (CUSTOMER): 36207 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/3a319712-cfcd-49f8-aa66-e5b650df2341_20250605T20:38_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] calling from Baptist Health Medical Group to see if the patient is active.
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're just needing to verify if the member has active coverage. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with eligibility and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It's going to be, sorry, um 02099955 ML um 7.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he had been the subscriber on the supplemental policy, [PII], but it's no longer active. This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII] and there is no other active coverage with us.
[CUSTOMER][NEUTRAL] OK perfect so it was term [PII].
[AGENT][POSITIVE] Correct, yes ma'am. Uh-huh.
[CUSTOMER][POSITIVE] Perfect thank you so much that was all the information I needed.
[AGENT][NEUTRAL] OK, one.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that is all I can help you with, and thank you again for calling APO [PII]. I hope you have a nice evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.