AccountId: 011433970860
ContactId: a0420c3b-3edd-4c75-b186-4d33c4b8a2fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84940 ms
Total Talk Time (AGENT): 41908 ms
Total Talk Time (CUSTOMER): 29566 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a0420c3b-3edd-4c75-b186-4d33c4b8a2fa_20250224T14:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Baptist Health Medical Group. I just need to know if this patient's policy was active, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] I have here 01842345 ML 8.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with the eligibility for [PII]. I am showing that his policy is active. Effective date is [PII], and this is a secondary policy to his major medical. Were you needing specific benefits?
[CUSTOMER][NEUTRAL] Um, no, just to see if it's active, yeah.
[AGENT][NEUTRAL] Eligibility
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Likewise, thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.