AccountId: 011433970860
ContactId: 5a54a2ea-6378-412b-8f75-8317414db335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138889 ms
Total Talk Time (AGENT): 65091 ms
Total Talk Time (CUSTOMER): 55688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5a54a2ea-6378-412b-8f75-8317414db335_20250114T22:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Good afternoon. My name is [PII] calling from Baptist Hospital in [PII], wanting to, if possible, verify eligibility for a patient that has already been seen.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, contact number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02465327ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So I'm actually showing that this particular policy is no longer active. It was effective from, well, really, uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] [PII]. This lets me know that this one, it could have been an error, it was only active for a day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me give you the active policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, ready.
[AGENT][NEUTRAL] Um, so it's 229.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 662-2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy has been effective since [PII].
[CUSTOMER][NEUTRAL] 23 and is there a um group number or group name to this one?
[AGENT][NEUTRAL] Yes, um, the group number is 15493.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's city of [PII].
[CUSTOMER][NEUTRAL] OK, 15493.
[CUSTOMER][NEUTRAL] Alright, perfect. And is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you and I appreciate your time.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.