AccountId: 011433970860
ContactId: 75e31bb9-fa54-45a6-a66c-72d23e3d7877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200179 ms
Total Talk Time (AGENT): 58508 ms
Total Talk Time (CUSTOMER): 73288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/75e31bb9-fa54-45a6-a66c-72d23e3d7877_20250320T16:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good, good afternoon. My name is [PII]. I'm calling from Baptist Health. I'm calling in reference to a mutual patient. I just want to know if this patient was um active with you guys back on [PII] of this year.
[AGENT][NEUTRAL] OK, I can help um with eligibility of the patient. Can I please get your callback number, Ms. [PII], just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what's the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Oh, OK, OK, give me one second.
[AGENT][POSITIVE] Yes ma'am, go ahead and take your time.
[CUSTOMER][NEUTRAL] I have another patient in front of me so I'm gonna go ahead and call you guys back.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][POSITIVE] Sorry for that.
[AGENT][NEUTRAL] I don't mind holding if it's gonna be just a little bit.
[CUSTOMER][NEUTRAL] OK, please, 1 2nd.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm sorry for that. Um, so the patient, what do you ask for?
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] OK, so name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 02473498.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in mom, L as in Lima, number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that just seeinga's poli or her coverage is active. The effective that this policy is [PII] and it is current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's what we needed to know. Perfect. OK, thank you so much and what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] I do hope you have a great day.
[AGENT][POSITIVE] You too, thank you for calling APL there's nothing else I can help you with before we go.
[CUSTOMER][NEUTRAL] Uh, no, I'm probably gonna keep calling though.
[CUSTOMER][NEUTRAL] I have different patients with the same um the same.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII]
[CUSTOMER][NEUTRAL] Bye.