AccountId: 011433970860
ContactId: 87648533-357b-4721-8aef-aeab06072492
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68480 ms
Total Talk Time (AGENT): 31200 ms
Total Talk Time (CUSTOMER): 25100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/87648533-357b-4721-8aef-aeab06072492_20250610T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] My name is [PII] from Baptist Health, and I'm just trying to verify a policy to make sure it's current.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility, [PII]. What is the patient policy number?
[CUSTOMER][NEUTRAL] Sure, it is 247-3446.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, I have [PII] and then the date of birth, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the member secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not. That is of course verification of benefits, not a guarantee of payment.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so very much for your help, for helping me out.
[AGENT][POSITIVE] You're welcome. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] OK. Alright, everything squared away. Everything square.
[AGENT][NEUTRAL] Mhm.