AccountId: 011433970860
ContactId: 76c5a70e-87ba-4df8-85c5-bf74f0ede963
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112410 ms
Total Talk Time (AGENT): 38830 ms
Total Talk Time (CUSTOMER): 40279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/76c5a70e-87ba-4df8-85c5-bf74f0ede963_20250421T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] My name is [PII] from Baptist Health, and I'm just trying to verify um a gap insurance for a patient of ours.
[AGENT][POSITIVE] Yeah, of course. I can help you with that today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Absolutely. It's um 02503084 ML8.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, first and last name is [PII], and then the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and are we checking benefits today, claim status, or eligibility?
[CUSTOMER][NEUTRAL] Just eligibility, just to confirm that it is an active policy.
[AGENT][NEUTRAL] OK, so it looks like the policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right perfect thank you so very much.
[CUSTOMER][POSITIVE] No, no, that'll be all. Thank you so very much for your help. I really appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, of course, thanks for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] All right then. Bye-bye.