AccountId: 011433970860
ContactId: 6b0f55f1-151b-4a86-8b6d-3cda131ef33f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85970 ms
Total Talk Time (AGENT): 40711 ms
Total Talk Time (CUSTOMER): 43172 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6b0f55f1-151b-4a86-8b6d-3cda131ef33f_20250423T15:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital of South Florida for the eligibility of my patients.
[AGENT][NEUTRAL] Sure, I can take a liability for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. I have a policy number of 02579037 letters M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and what did you say your name was again?
[AGENT][NEUTRAL] [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] That was all thank you so much have a great rest of your day.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call you too bye bye.