AccountId: 011433970860
ContactId: 4fafc81a-deea-4796-a3b0-40ccbad1b50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92720 ms
Total Talk Time (AGENT): 50335 ms
Total Talk Time (CUSTOMER): 30391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/4fafc81a-deea-4796-a3b0-40ccbad1b50f_20250429T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Health Medical Group. I need to confirm a policy if it's active.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with, OK. Yes, ma'am. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] And benefits
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 1,138,050.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII], and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] Inactive and [PII]?
[AGENT][NEUTRAL] Um, yes, ma'am. [PII]. That's when it expired.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your help. Bye bye.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] OK. I thank you again, [PII]. Mhm. You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Have a great week.
[CUSTOMER][POSITIVE] Thank you