AccountId: 011433970860
ContactId: 4c2953d5-3076-467a-a6c7-45b296dbdd9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104599 ms
Total Talk Time (AGENT): 51419 ms
Total Talk Time (CUSTOMER): 40738 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/4c2953d5-3076-467a-a6c7-45b296dbdd9c_20250319T12:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Baptist Health. I'm just checking to see if a member is eligible for a data service, please.
[AGENT][NEUTRAL] OK, what's the policy? I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The one that I have is 02497457.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have a [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII], and we're checking the eligibility date, is that correct?
[CUSTOMER][NEUTRAL] Yes, for [PII].
[AGENT][NEUTRAL] OK, so the policy effective date is [PII], and I show the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Is there any group name or group number I can add here?
[AGENT][NEUTRAL] Showing the group number is 15493. The name is city of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] I believe that information is on her identification card as as well. Um you'll use my name and today's status reference for today's call. It's [PII] and first initial last name is [PII].
[CUSTOMER][NEUTRAL] And the spelling of your
[CUSTOMER][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Got you. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye.