AccountId: 011433970860
ContactId: 5644e448-e717-4071-9aca-ca074cccd82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128110 ms
Total Talk Time (AGENT): 59107 ms
Total Talk Time (CUSTOMER): 46372 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/5644e448-e717-4071-9aca-ca074cccd82d_20250502T17:11_UTC.wav
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[CUSTOMER][NEUTRAL] [PII] too.
[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, just to check if my patient APL is still active.
[AGENT][NEUTRAL] OK, I can check to see if your benefits are still active, um, and it's for a patient, you said?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is your name sir and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's Baptist Health Medical Group.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. So it's gonna be [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number 11450111.
[CUSTOMER][NEUTRAL] ML 5.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer in effect. The policy did lapse on uh [PII], but I'm gonna check to see if he has any active policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir, that was the only policy had with us and so we do not have any active policies on file at this time.
[CUSTOMER][POSITIVE] Alrighty, that's all I needed thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. You have a wonderful weekend and thank you for calling APL, sir.
[CUSTOMER][POSITIVE] You you too bye.
[AGENT][NEUTRAL] Bye-bye.