AccountId: 011433970860
ContactId: 4d2e0115-32ed-4823-96c4-f47d903bee7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76169 ms
Total Talk Time (AGENT): 36990 ms
Total Talk Time (CUSTOMER): 30931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4d2e0115-32ed-4823-96c4-f47d903bee7b_20250418T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, good afternoon. I'm calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. 02267963 ML 8.
[AGENT][NEUTRAL] All right, thank you for that. And then if I can grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. So, patient is active. The effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] That's all I needed thank you for your time, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] A reference number would be your.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Your name in today's date, right?
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[CUSTOMER][POSITIVE] OK perfect OK thank you for your time I appreciate it.
[AGENT][POSITIVE] You're welcome. Bye-bye.