AccountId: 011433970860
ContactId: 961b3152-c950-426f-8a32-191ae72b21d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125230 ms
Total Talk Time (AGENT): 51795 ms
Total Talk Time (CUSTOMER): 72822 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/961b3152-c950-426f-8a32-191ae72b21d9_20250409T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? Good morning. I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII] as well.
[CUSTOMER][NEUTRAL] Hi, so how are you? Good morning. Uh, so my name is [PII]. I'm calling from Baptist Health Medical Group. I'm calling just to see if the patient is active with, uh,
[AGENT][POSITIVE] Good morning. I'm good.
[CUSTOMER][NEUTRAL] With the secondary insurance that they have listed on their chart.
[AGENT][POSITIVE] OK, sure. Yes, I can assist you with the eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, that is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, of course. That is 02342999.
[CUSTOMER][NEUTRAL] 4 ML 7.
[AGENT][NEUTRAL] Thank you, Mr. [PII], and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Of course, uh, the name of the patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, perfect. Thank you. All right, so we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK, OK, perfect, um, and so for documentation purposes, can I get the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], thank you so much for that. Um, give me one moment here and is there a, uh, is there a call reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][POSITIVE] No Name, date of birth, or I mean, I'm sorry, name and today's date, you're correct. Thank you so much for that. So you take, have a great day, OK?
[AGENT][NEUTRAL] Yes, yeah, sorry.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Have a good day. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Uh thank you likewise, thank you, bye bye.