AccountId: 011433970860
ContactId: 8357ce98-7aea-4842-9a4c-a5b614916acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145160 ms
Total Talk Time (AGENT): 46260 ms
Total Talk Time (CUSTOMER): 50471 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8357ce98-7aea-4842-9a4c-a5b614916acc_20250312T13:29_UTC.wav
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[AGENT][NEUTRAL] Hey [PII]. This is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Heal [PII], and I wanna check if a patient has an active coverage.
[AGENT][NEUTRAL] OK. Can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] I'm sorry, I, I can barely hear you.
[AGENT][NEUTRAL] OK. Can you spell your name for me?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you so much and also your callback number if we were disconnected please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It's 1373053.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] name and date of birth
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. Are you calling for eligibility? I can.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now with this particular, it shows that it's termed as of [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I can, I can't I can't understand what you're saying it's too much noise in the call.
[AGENT][NEUTRAL] OK, give me one moment. Let me put you on hold, OK? Thank you.
[CUSTOMER][POSITIVE] Thank you. Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Friday, I mean.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Not really, let's try to do it like that.
[AGENT][NEUTRAL] OK, OK, this point the policy term [PII]. So let me check if there's another policy that's active. One moment, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do not show an active policy on file for the member.
[CUSTOMER][NEGATIVE] And this policy was expired, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] Thank you so much for calling. Have a great day.