AccountId: 011433970860
ContactId: 84f514b1-95b4-4fd0-8048-55385db7d334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104480 ms
Total Talk Time (AGENT): 38101 ms
Total Talk Time (CUSTOMER): 35213 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/84f514b1-95b4-4fd0-8048-55385db7d334_20250505T18:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I need to verify eligibility um benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 1449568.
[CUSTOMER][NEUTRAL] ML 5.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] OK, this is.
[CUSTOMER][NEUTRAL] Allow me.
[CUSTOMER][NEUTRAL] It's terminated in [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. I appreciate your help. Have a good day.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That will be all bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.