AccountId: 011433970860
ContactId: 7b0a17d4-cb2e-43e7-9f66-e0da2ff1b345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175750 ms
Total Talk Time (AGENT): 57087 ms
Total Talk Time (CUSTOMER): 61007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7b0a17d4-cb2e-43e7-9f66-e0da2ff1b345_20250527T15:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. 02605890 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing Benipes?
[CUSTOMER][NEUTRAL] Um, just eligibility, just want to know if they're active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, and is there a future termination date by chance?
[AGENT][NEUTRAL] It is not. It's still active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, then that is all I needed. Can I just get a reference number for this call, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Alrighty then that is all I needed thank you so much for your time.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Oh, wait, wait, I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm so sorry, before I let you go, can I get the claims address?
[AGENT][NEUTRAL] It is PO [PII].
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] Oklahoma [PII].
[AGENT][NEUTRAL] Oklahoma.
[AGENT][NEUTRAL] 73 1 24.
[CUSTOMER][NEUTRAL] 73124.
[AGENT][NEUTRAL] 731. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you very much. Sorry about that.
[AGENT][POSITIVE] Thank you. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bye bye.