AccountId: 011433970860
ContactId: 831058a4-c335-4cdf-b234-03faa00d3fd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251639 ms
Total Talk Time (AGENT): 60438 ms
Total Talk Time (CUSTOMER): 65567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/831058a4-c335-4cdf-b234-03faa00d3fd0_20250616T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling A. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services calling to check uh a member's eligibility and their benefits concerning a certain exam.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Uh yes, best callback number will be [PII], and it'll be a direct line.
[AGENT][NEUTRAL] OK, thank you [PII] and what is the policy number please for the patient?
[CUSTOMER][NEUTRAL] Policy number is going to be 0251.
[CUSTOMER][NEUTRAL] 2936.
[AGENT][POSITIVE] Thank you very much. Give me one moment please.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh yes, patient's name is going to be.
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the information give me one moment to check eligibility and benefits for you.
[AGENT][NEUTRAL] Actually it shows that the member has been it's not dependent on the policy. Can I place you on a brief hold just to.
[AGENT][NEUTRAL] Look at something, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience with me [PII]. Um, yes, I do apologize. The member is not a dependent under this policy.
[CUSTOMER][NEUTRAL] OK, so they are no longer covered?
[AGENT][NEGATIVE] She is no longer covered under this policy.
[CUSTOMER][NEUTRAL] OK, and by by any chance does she show up under a different policy or no?
[AGENT][NEUTRAL] Um, I can check that. Excuse me, check that for you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you happen to have her social perhaps?
[CUSTOMER][NEUTRAL] Uh, social, I think I do have it here, yes. It'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me just check to see if I can pull up her social. One moment.
[AGENT][NEUTRAL] I do not show her in our system with the policy.
[AGENT][NEUTRAL] Uh sorry.
[CUSTOMER][POSITIVE] OK, no worries, um, thank you for your help and I hope you have a great rest of your day. That'll be all I need thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome, and thank you for calling APL. Take care mm bye.
[CUSTOMER][NEUTRAL] Bye.