AccountId: 011433970860
ContactId: 548b97d0-7e14-468e-96e5-0df58ea800c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139699 ms
Total Talk Time (AGENT): 51475 ms
Total Talk Time (CUSTOMER): 57156 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/548b97d0-7e14-468e-96e5-0df58ea800c1_20250318T13:48_UTC.wav
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[AGENT][NEUTRAL] assist you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I just wanna see if a member is eligible for a data service please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And policy number is 025099.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify that patient's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility for what place of services it inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] Uh, it would be.
[CUSTOMER][NEUTRAL] Outpatients.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And it would be for [PII].
[AGENT][NEUTRAL] Thank you, so you calling to check the status of a claim.
[CUSTOMER][NEUTRAL] I just wanna see if the member's plan is active for that day of service, that's all I need.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] So this policy was active?
[AGENT][NEUTRAL] The policy's effective date is [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, uh, just need a reference for the call please if you don't mind.
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference and what was the date of the date that you stated?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, the spelling of your name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye.