AccountId: 011433970860
ContactId: a2c39631-f10b-440d-b3fb-b9c81059507a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190990 ms
Total Talk Time (AGENT): 69893 ms
Total Talk Time (CUSTOMER): 59973 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a2c39631-f10b-440d-b3fb-b9c81059507a_20250623T16:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist. I just need to verify um that a patient is active.
[AGENT][NEUTRAL] OK, [PII]. I can help you with that. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02463290.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and were you needing benefits?
[CUSTOMER][NEUTRAL] Um, no, I just need to verify that um her policy is active.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Uh, I'm showing this policy canceled [PII]. Let me look and see if she has any other active coverage. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I am showing he had, she does have another policy. Um, the policy number is 02.
[AGENT][NEUTRAL] 579-094.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so 02579094?
[AGENT][POSITIVE] Yes, ma'am, and it was effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, let me update that really quick, give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was effective from [PII] right you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is there a group number?
[AGENT][NEUTRAL] 19874.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty, that is all I needed and could I just get a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, what was your name? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And today's date
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK. All right, thank you. Thank you so much, Ms. [PII]. You have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] But