AccountId: 011433970860
ContactId: 89b0f851-f899-44b1-bdb6-a60c6173c1cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122010 ms
Total Talk Time (AGENT): 37104 ms
Total Talk Time (CUSTOMER): 64613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/89b0f851-f899-44b1-bdb6-a60c6173c1cc_20250324T20:58_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, how are you? I'm calling. I'm calling from Baptist on medical group to, to just check, uh, to see if a patient is active with you guys.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you have a good, uh, your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I said my name is [PII] and uh the callback numbers would be [PII].
[AGENT][NEUTRAL] And [PII], do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I do. It's 251-929-1.
[CUSTOMER][POSITIVE] Thank you so much for your.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, it's not a guarantee of payment, basic outline of the policy. I showed he's active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this uh is this a supplementary insurance?
[AGENT][NEUTRAL] Yes, it's a supplemental insurance, um, just, yeah, uh, be sure, let's see, do you need the benefits for it or?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Something
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] No, no, no, no, I just wanted to be sure that there was a supplement to share. Now, can I, alright, can I get your name again?
[AGENT][NEUTRAL] Uh, my name is [PII] and last initial is [PII].
[CUSTOMER][POSITIVE] OK, alright, [PII], thank you so much for that. Now, is there, is there a call reference for this call?
[AGENT][NEUTRAL] Uh, just be my, uh, name and last initial and then today's date.
[CUSTOMER][POSITIVE] Perfect, perfect, thank you so much for that information. You take care of yourself a great day, OK?
[AGENT][POSITIVE] OK, thank you for calling APL have a good afternoon.
[CUSTOMER][POSITIVE] Uh, right, like with you too, thank you.
[AGENT][NEUTRAL] Bye
[CUSTOMER][POSITIVE] Take care bye bye.