AccountId: 011433970860
ContactId: 8c14ada1-c636-469c-8cee-750b3e15d4da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122440 ms
Total Talk Time (AGENT): 57029 ms
Total Talk Time (CUSTOMER): 44453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8c14ada1-c636-469c-8cee-750b3e15d4da_20250203T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to verify a patient's plan, please, to see if it's active.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely. [PII], no extension.
[AGENT][NEUTRAL] Thank you, Miss [PII]. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01873805 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Let me check and see if I got a new policy. This one is terminated. Bear with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I did find a new one. Let me know when you're ready for that new policy number.
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] OK, the new policy number is 02477110.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Can you please provide me a reference number and the last, and the first initials of your last name, please?
[AGENT][NEUTRAL] The last initial is [PII], and we don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I appreciate your help. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII]. Thank you for calling ATL. Have a good week.
[CUSTOMER][NEUTRAL] Bye-bye. You too. Bye-bye.
[AGENT][NEUTRAL] Yeah