AccountId: 011433970860
ContactId: 7f74b05c-32c8-4d1d-a405-bdce9b6d450f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76330 ms
Total Talk Time (AGENT): 37530 ms
Total Talk Time (CUSTOMER): 28549 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7f74b05c-32c8-4d1d-a405-bdce9b6d450f_20250613T19:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] calling from Baptist Health Medical Group. I needed to see if the patient's plan was active.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Uh, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01839212 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Perfect thank you so much that was all the information I needed.
[AGENT][POSITIVE] OK, since there isn't anything else I can assist you with, [PII], I thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.