AccountId: 011433970860
ContactId: 5d6f1b4b-92db-41a8-9dfe-0c904eff0ea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148119 ms
Total Talk Time (AGENT): 58233 ms
Total Talk Time (CUSTOMER): 58835 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5d6f1b4b-92db-41a8-9dfe-0c904eff0ea5_20250214T17:01_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Baptist Health Services, uh, Baptist Outpatient Services. Hello.
[AGENT][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] You you can't hear me?
[AGENT][NEGATIVE] Yeah, yeah, you're very faint. Your voice is very faint.
[CUSTOMER][NEUTRAL] Um, can you hear me better now?
[AGENT][NEUTRAL] A little bit better.
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatient Services regarding a mutual patient. Just trying to get the benefits of, uh, what she has for the year.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you sound far away. And did you say this is, is an outpatient facility or is it in a doctor's office?
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] It is on the email right now. It's an outpatient diagnostic facility.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] 02144344 ML 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, I show a policy effective date of [PII]. Um, this policy is no longer active as of [PII] and no active coverage for this patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At this time?
[CUSTOMER][NEUTRAL] OK, so no longer active since [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] Any other questions, Gladys?
[CUSTOMER][NEUTRAL] Uh, no, may I just have your name and a reference number?
[AGENT][NEUTRAL] You'll use my name and today's date is your reference. It's [PII].
[AGENT][NEUTRAL] OYA first initial last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much [PII] for for that information and I hope you have a wonderful day, OK?
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Gladys. Have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.