AccountId: 011433970860
ContactId: 95b59127-05a2-4927-bc10-4a9feea133d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84339 ms
Total Talk Time (AGENT): 34961 ms
Total Talk Time (CUSTOMER): 32839 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/95b59127-05a2-4927-bc10-4a9feea133d1_20250415T21:10_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], I'm calling from Baptist Hospital Medical Group. I just need to know if this patient's policy was active, please.
[AGENT][NEUTRAL] OK, well I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Contact number would be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 1979903.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[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, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty then that's all I needed [PII] um a reference number would be your name in today's date?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] I get
[CUSTOMER][NEUTRAL] OK, then that is all I needed.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL [PII]. I hope you have a great evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.