AccountId: 011433970860
ContactId: 6253a4eb-3635-49a4-a7c1-874033dedda6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90720 ms
Total Talk Time (AGENT): 43028 ms
Total Talk Time (CUSTOMER): 34000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6253a4eb-3635-49a4-a7c1-874033dedda6_20250214T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, can I get a good call back number from you first, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][POSITIVE] Yes I do.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 9,487,300.
[AGENT][NEUTRAL] I'm sorry, that was 948-730?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK perfect and this is a supplemental policy or secondary?
[AGENT][NEUTRAL] Uh, yes, it's a secondary medical, yes.
[CUSTOMER][POSITIVE] OK awesome that's all that I needed to know is there a reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh sorry, my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Nope, that's it for today thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling AP. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.