AccountId: 011433970860
ContactId: 97eb554b-825e-4aee-9d37-c343664b347a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275220 ms
Total Talk Time (AGENT): 123620 ms
Total Talk Time (CUSTOMER): 95843 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/97eb554b-825e-4aee-9d37-c343664b347a_20250604T15:05_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, my name is [PII]. Last initial [PII], just calling to verify coverage for two separate patients, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with coverage information. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Baptist Hospital.
[AGENT][POSITIVE] Perfect. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02611434
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. OK. And you want eligibility and benefits or just benefits, Miss?
[CUSTOMER][NEUTRAL] Um, just eligibility to see if the patient has active coverage.
[AGENT][NEUTRAL] OK. OK. All right, so we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK perfect um just to confirm I have the subscriber as [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] All right, any reference for this one?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information on this one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, just the spelling of your name please.
[AGENT][NEUTRAL] Sure. That's [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, and one last question, uh, is there any group number for this policy?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, yes, I can get that for you. One moment.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Alright, the group number on this one is.
[AGENT][NEUTRAL] 27031.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, thank you. Alright, and next patient whenever you're ready.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mhm. I'm ready.
[CUSTOMER][NEUTRAL] OK, I have 01841076 ML8.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] You got to
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, um, let me see if I have a new policy on this one. This one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] A call.
[AGENT][NEUTRAL] OK, uh, we do have one. Let me pull that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, so the policy number is 0250.
[AGENT][NEUTRAL] 263 7.
[AGENT][NEUTRAL] The effective date is January.
[CUSTOMER][POSITIVE] OK perfect any.
[CUSTOMER][NEUTRAL] That's OK. January, what?
[AGENT][NEUTRAL] 1st [PII] and it is active as a secondary policy.
[CUSTOMER][NEUTRAL] OK perfect any group name and group number?
[AGENT][POSITIVE] Yes, let me get that one.
[AGENT][NEUTRAL] OK, so this one is um group city of [PII].
[AGENT][NEUTRAL] And the number is 15493.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help have a great day.
[AGENT][POSITIVE] You're welcome. And you as well, Mr. [PII], thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.