AccountId: 011433970860
ContactId: 4e29ab90-6dba-4269-8d5c-5121b8661bc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136960 ms
Total Talk Time (AGENT): 66299 ms
Total Talk Time (CUSTOMER): 51440 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/4e29ab90-6dba-4269-8d5c-5121b8661bc7_20250103T17:17_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health South Florida. I'm looking for eligibility for a patient.
[AGENT][NEUTRAL] OK, I'd love to help you with some eligibility today, Ms. [PII], and may I have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1146017 ML5.
[AGENT][POSITIVE] Perfect. And while I'm getting that policy pulled up, do you mind if I also go ahead and get a good callback number from you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect, thank you. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you. Thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. I do see your patient here. It looks like they are current and active with us in an effective date of [PII], but they do also have an updated policy number if you'd like that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh sure, yeah, please.
[AGENT][NEUTRAL] Alright, the new policy number is 1659506.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then aside from eligibility, was there anything else I could help you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it. The group number is it the same and the group name?
[AGENT][POSITIVE] Um, let me, actually, that's a wonderful question. Let me take a look at that again for you.
[AGENT][NEUTRAL] 59
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I have the group number listed as 16944.
[CUSTOMER][NEUTRAL] OK, that changed here.
[AGENT][NEUTRAL] Was that the same as the previous one?
[CUSTOMER][NEUTRAL] No, it was a different one.
[AGENT][NEUTRAL] OK, so 16944 and then the group name is [PII].
[CUSTOMER][NEUTRAL] Yeah and for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL you have such a wonderful day and a [PII].
[CUSTOMER][POSITIVE] Happy [PII]. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye.