AccountId: 011433970860
ContactId: 5a57acba-63d3-410a-aa92-cabd048957b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282519 ms
Total Talk Time (AGENT): 70960 ms
Total Talk Time (CUSTOMER): 73038 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5a57acba-63d3-410a-aa92-cabd048957b7_20250123T14:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Good morning. My name is [PII] calling from Baptist Hospital in [PII], wanting to verify um eligibility for two patients that have already been seeing, if possible.
[AGENT][NEUTRAL] OK. And you're just wanting the effective date and if the policy is currently active?
[CUSTOMER][NEUTRAL] And uh if there's a group name or group number attached to if possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the first one is 02564328.
[AGENT][NEUTRAL] OK, thank you. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing the policy effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy is currently active at this time.
[AGENT][NEUTRAL] And I show the group number to be.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 15592.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The group name is Allegro, A L L E G R O.
[AGENT][NEUTRAL] Resorts marketing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty and let me know when you're ready for the next one.
[AGENT][NEUTRAL] Uh, 11 moment.
[CUSTOMER][POSITIVE] Alright thank you [PII] I appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and that's the uh next policy number?
[CUSTOMER][NEUTRAL] OK, the next one is.
[CUSTOMER][NEUTRAL] 020738 60 ML 8.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This one is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. The policy effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 21049.
[AGENT][NEUTRAL] Group name is, is Kaya. That's V as in Victor, I Zebra C A Y A.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Museum
[AGENT][NEUTRAL] And Gardens Trust, G A R D E N S.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII]. I appreciate your time.
[AGENT][POSITIVE] You're welcome, [PII]. If no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Same to you, my pleasure.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.