AccountId: 011433970860
ContactId: 485dd406-ac95-4168-a4c2-259bb7bfb9eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93599 ms
Total Talk Time (AGENT): 37430 ms
Total Talk Time (CUSTOMER): 41937 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/485dd406-ac95-4168-a4c2-259bb7bfb9eb_20250122T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I am calling from Baptist Outpatient Services. And I just wanted to verify the member supplemental coverage is active.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes. Um, I have policy beginning with 01893415 ML 8.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you for that information, [PII], and you're just wanting the effective date and verify if the policy is active?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] I have that information for you. I'm showing an effective date of [PII], and the policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, can I have a reference number for this call?
[AGENT][NEUTRAL] You'll use my name in today's date, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.