AccountId: 011433970860
ContactId: 46986cf3-078b-41aa-a19a-9307d6841bf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147860 ms
Total Talk Time (AGENT): 65175 ms
Total Talk Time (CUSTOMER): 93143 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/46986cf3-078b-41aa-a19a-9307d6841bf1_20250321T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Health South Florida with the registration department. Um, I'm just calling for the eligibility of my patients, um, gap Insurance.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Absolutely my name is [PII] and a good contact number is going to be [PII].
[CUSTOMER][NEUTRAL] Oh why you.
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Absolutely it's gonna be 01559852.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, first name is [PII], last name [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Wait, you said what room?
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service? I'm sorry, I am showing.
[CUSTOMER][NEUTRAL] I don't care. [PII] today it's going to be 321.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, no, I realized you said she was there she was there.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And um I am showing the policy is active.
[CUSTOMER][NEUTRAL] Security.
[AGENT][NEUTRAL] Um, it's been effective since [PII]. Now, your particular policy is, is no longer active. Let me give you the current policy number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] You're welcome. It's 189.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3122.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK perfect and what did you say your name was again?
[AGENT][NEUTRAL] My name is [PII], [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][NEUTRAL] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's all for today. I hope you have a great rest of your day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.