AccountId: 011433970860
ContactId: 410e7f64-1f2c-444c-8ac0-6660f7b99a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157419 ms
Total Talk Time (AGENT): 52703 ms
Total Talk Time (CUSTOMER): 86643 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/410e7f64-1f2c-444c-8ac0-6660f7b99a91_20250212T18:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, my name is [PII]. I'm calling from Baptist Health. I'm calling for the um eligibility please for me for a member.
[AGENT][NEUTRAL] Sure, I could check eligibility for you. Uh, Captain, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, OK. Let me see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, policy number is 02093614.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, let's see, the name is, uh, OK, the name is [PII], born on [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that Captain. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if I have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Wait, OK, hold on, wait, hold on, I see something here. Hold on, so her data service was 13.
[CUSTOMER][NEUTRAL] Her that's when her date of service was. When did her policy terminate?
[AGENT][NEUTRAL] Uh, bear with me just a moment. Let's see, this terminated. It was, uh, [PII].
[CUSTOMER][NEUTRAL] Oh my, [PII]. 0 boy.
[AGENT][NEUTRAL] Yes, yes, and I did just check to see um if she had another one that was active and she does not this was the only policy she had with us.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] OK, that's, that's interesting.
[AGENT][POSITIVE] Oh sorry about that.
[CUSTOMER][NEUTRAL] Um, oh, no, no, no, it's, I'm like, wow, that's like.
[CUSTOMER][NEUTRAL] Hm, OK, let me, let me look at something for you.
[AGENT][NEUTRAL] That was a little bit ago.
[CUSTOMER][NEUTRAL] Let me look at something.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Where did someone where do people get this stuff from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Older people, OK, so her policy term 1111211 2023?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'll write that down 1120 0 my goodness, that's crazy. OK, thank you for letting me know though.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][NEUTRAL] Bye.