AccountId: 011433970860
ContactId: 87d3d5ff-0224-4adf-a982-2c94b00464f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131020 ms
Total Talk Time (AGENT): 60337 ms
Total Talk Time (CUSTOMER): 42838 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/87d3d5ff-0224-4adf-a982-2c94b00464f6_20250320T13:48_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Health. Just need to see if a member is eligible for a data service, please.
[AGENT][NEUTRAL] Yes, I can certainly help with the eligibility and [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] OK, so I have 0240.
[CUSTOMER][NEUTRAL] 459.
[CUSTOMER][NEUTRAL] ML.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] OK. Um, if I understood you correctly, you said 0240459.
[CUSTOMER][NEUTRAL] 7 ML 8.
[AGENT][NEUTRAL] OK. OK. Excuse me, just one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I appreciate that. The policy went into effect on [PII] and it is active. Now you were mentioning a certain date of service. Um, is there, what is that date of service that we need to, uh, if they were eligible?
[CUSTOMER][NEUTRAL] [PII], so.
[AGENT][NEUTRAL] OK. Well, I'm still showing, yes, I'm still showing that the policy is active. Um, so, uh, yes, it should be fine. Is there anything else I can help with?
[CUSTOMER][POSITIVE] It should be good.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, just to confirm because I don't have the card in front of me, uh, group name is the town of Miami Lakes?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, let's see. OK, the group number is 26064, so let's check here really quickly. Uh, the group name for this policy is Town of Miami Lakes. That is correct.
[CUSTOMER][POSITIVE] Awesome and a reference for the call please?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that to date date as a reference.
[CUSTOMER][POSITIVE] Alrighty thank you [PII] have a great day.
[AGENT][POSITIVE] Mhm thanks for contacting APO.