AccountId: 011433970860
ContactId: 4d6986f1-66d9-41bb-bb38-ac679fd18ec7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130729 ms
Total Talk Time (AGENT): 43986 ms
Total Talk Time (CUSTOMER): 49004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4d6986f1-66d9-41bb-bb38-ac679fd18ec7_20250609T17:28_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] and I'm calling from Baptist Health.
[CUSTOMER][NEUTRAL] I'm calling to verify uh coverage or insurance.
[AGENT][NEUTRAL] I can help you with eligibility [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02450356 ML 8.
[AGENT][NEUTRAL] OK, give me just one moment to look that up.
[CUSTOMER][POSITIVE] Mhm perfect thank you.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Great thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I'm showing this policy is active with an effective date of [PII]. It is a Medlink policy, so it is secondary gap insurance.
[AGENT][NEUTRAL] And were there any specific benefits you had questions on or that you needed information for?
[CUSTOMER][NEUTRAL] No, so it was active since um [PII], right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Or effective? OK. And your name is?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect thank you [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, thank you so much for calling ATL, Rosie, and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too, OK.
[AGENT][NEUTRAL] Bye bye.