AccountId: 011433970860
ContactId: a03aec37-0229-408c-814d-a7075a7ff297
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85720 ms
Total Talk Time (AGENT): 41135 ms
Total Talk Time (CUSTOMER): 32459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a03aec37-0229-408c-814d-a7075a7ff297_20250507T15:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is easy.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Health, and I would like to know if this patient is active.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01976319 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and just submit advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and I'm showing that the policy expired on
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK so it's inactive. OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you very much.
[AGENT][POSITIVE] OK, I thank you again. Wonder for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye