AccountId: 011433970860
ContactId: 97ccb80b-7950-4b67-9293-97e48dedf915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130580 ms
Total Talk Time (AGENT): 63346 ms
Total Talk Time (CUSTOMER): 51233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/97ccb80b-7950-4b67-9293-97e48dedf915_20250408T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII]. Try to check eligibility if I can.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. I'm sorry, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is let me get that. I have 02027761 letter M as in Mike L as in Larry and I think it's an 8. They put a B, but I think it's an 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, his name is [PII], born on [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy terminated [PII]. If you'll give me one moment, however, I'll see if he might have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Can you check another one? I think he.
[AGENT][NEUTRAL] OK, so he
[AGENT][NEUTRAL] Yeah, I did find one that is currently active, um, and I have that policy number if you wanted to verify that.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, so this one is 02486292.
[CUSTOMER][NEUTRAL] 02486292. Uh, cause he, there was another one, but I guess it's old one too. OK, that's fine.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, so this one is currently active and that one's effective date. I just picked up where that other left off, uh, so [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much [PII]. You have a great evening and take care.
[AGENT][NEUTRAL] Of course, yes.
[AGENT][POSITIVE] You too. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Oh no, you've been great. You have a wonderful day.
[AGENT][POSITIVE] Alright, thanks for giving us a call you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.