AccountId: 011433970860
ContactId: 56f6aace-ccbe-419b-a1cd-59dfdae2fe77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120879 ms
Total Talk Time (AGENT): 47489 ms
Total Talk Time (CUSTOMER): 47401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/56f6aace-ccbe-419b-a1cd-59dfdae2fe77_20250521T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. To check eligibility for a patient of mine.
[AGENT][NEUTRAL] OK, I can help you with eligibility. I please get your name and your callback number and the name of the facility that you're calling from.
[CUSTOMER][NEUTRAL] So my name is [PII]. Callback number is [PII], and I'm calling from Baptist Health Medical Group.
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so it's [PII] and then last name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 125.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][NEUTRAL] ML and then the number 8.
[AGENT][NEUTRAL] OK, thank you, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. It did terminate on [PII].
[AGENT][NEUTRAL] I'm checking to see if there's an active policy.
[CUSTOMER][NEUTRAL] First
[AGENT][NEUTRAL] And there is not, there's no active policies on file at this time.
[CUSTOMER][POSITIVE] Alrighty. Alright, thank you so much. That's all I needed.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.