AccountId: 011433970860
ContactId: 62572d4f-587f-4c0a-be48-502df4b85067
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158690 ms
Total Talk Time (AGENT): 62329 ms
Total Talk Time (CUSTOMER): 67988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/62572d4f-587f-4c0a-be48-502df4b85067_20250225T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Baptist Health. Just need to see if a patient was eligible for a date of service, please.
[AGENT][NEUTRAL] I can verify eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Alright, so the one I have, it is 013094.
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have a [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, hold on one second. It is actually [PII].
[CUSTOMER][NEUTRAL] Or hey, that is the patient, um, subscriber should be [PII], um, but the patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let me get this pulled up.
[AGENT][NEUTRAL] So the active policy number will be 02175438.
[AGENT][NEUTRAL] This policy is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] OK. Um, can I have a group name and group number, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The group number will be 17273.
[AGENT][NEUTRAL] It is spelled C H O P A R D.
[AGENT][NEUTRAL] USA LTD.
[CUSTOMER][NEUTRAL] OK, and just to confirm that policy number I have 021-75438.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Can I have a reference for our call, please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help. Have a great day, [PII].
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life Groth. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.