AccountId: 011433970860
ContactId: 6539550f-9c34-48ce-baed-83ba64093270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140160 ms
Total Talk Time (AGENT): 39202 ms
Total Talk Time (CUSTOMER): 56554 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6539550f-9c34-48ce-baed-83ba64093270_20250619T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm calling from Baptist Health in reference to a mutual patient. I'm just calling to verify that if she's currently active with you guys, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Baptist Health.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] OK, so I have here 0257.
[CUSTOMER][NEUTRAL] 7002537704 ML 8.
[AGENT][NEUTRAL] OK. That, that does sound like the correct policy, but can you go over it with me again? It sounded really long. I apologize.
[CUSTOMER][NEUTRAL] OK. So I have 02.
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] 04
[CUSTOMER][NEUTRAL] M as in Mom, L as in Lima, and number 8.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes. Date of birth is [PII] and the full name is [PII].
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect. OK. Can I have a reference number please?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.