AccountId: 011433970860
ContactId: 6d9a8ee6-1d02-4903-8af0-277a39317e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135039 ms
Total Talk Time (AGENT): 68675 ms
Total Talk Time (CUSTOMER): 44028 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6d9a8ee6-1d02-4903-8af0-277a39317e11_20250605T19:33_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] calling from Baptist Health Medical Group to see if a patient is active.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02249239.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you. OK, Ms. [PII]. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK perfect and is the group name Riverdale Farms?
[AGENT][NEUTRAL] Let let me check.
[AGENT][NEUTRAL] Riverdale Farms, yes, I'm with the group number 17314.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Perfect and can you confirm um the address for claim submission?
[AGENT][NEUTRAL] Yes, and the address is in [PII] is [PII], [PII], [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much and can I please have your name, the first initial to your last name and a reference number for the call?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, you're welcome.