AccountId: 011433970860
ContactId: 4d00d935-0992-42ed-88ee-c2d6d3af70a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111559 ms
Total Talk Time (AGENT): 45817 ms
Total Talk Time (CUSTOMER): 45768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4d00d935-0992-42ed-88ee-c2d6d3af70a6_20250609T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health on a recorded line. I was just trying to verify eligibility for a member.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII] and then [PII], can I have your first initials of your last?
[AGENT][NEUTRAL] Sure, it's A
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, uh, and then, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number we have is 01935501 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] is the first name. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] And you said that effective date was uh [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and then [PII], is there a call reference for our call today?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, today's date. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much you have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks bye.