AccountId: 011433970860
ContactId: a12b8c16-678b-44e6-b39a-4e425097a1f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210919 ms
Total Talk Time (AGENT): 63698 ms
Total Talk Time (CUSTOMER): 41074 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a12b8c16-678b-44e6-b39a-4e425097a1f8_20250325T13:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify eligibility for one of our patients, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. What can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Baptist Health. My number is [PII].
[AGENT][POSITIVE] Great. Thank you, [PII]. Can I get the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure, it is D as in dog, 445504513.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, let me see, see if I can, what was the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have the first name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Sure. OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just looking up. I wasn't able to pull up that number, so I was looking up my name. Just give me just a moment please.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And was this for what type of benefits were you needing?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like all of his policies are terminated. Um, let me get the most recent one from you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need a term date?
[CUSTOMER][NEUTRAL] Please, if you don't mind, please.
[AGENT][POSITIVE] Yeah, absolutely, let me get that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you verify his date of birth? Just to make sure we're talking about the same person.
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][POSITIVE] Sure, it is [PII]. OK, thank you.
[AGENT][NEUTRAL] Looks like this policy terminated on [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, that's what I needed thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.