AccountId: 011433970860
ContactId: a6cc9b4a-425f-4389-b7df-9d3e194785d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112000 ms
Total Talk Time (AGENT): 52500 ms
Total Talk Time (CUSTOMER): 45127 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a6cc9b4a-425f-4389-b7df-9d3e194785d1_20250115T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], uh, with Baptist Health on a monitored and recorded line. I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] All right, I'm happy to uh check benefits and eligibility today, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I I have this um member ID number?
[AGENT][POSITIVE] OK, yeah, let's try that.
[CUSTOMER][NEUTRAL] OK, so it is 01813090 M as in Mary, L as in lion, the number 8.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull this up here.
[CUSTOMER][POSITIVE] You're so very welcome.
[AGENT][NEUTRAL] And if you don't mind, can I grab a good call back number please [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And uh
[CUSTOMER][POSITIVE] You're so very welcome.
[AGENT][NEUTRAL] Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, patient is active. The effective date on this is [PII]. We are the secondary insurance [PII], so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And can I get a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I truly do appreciate that. You have an amazing rest of your day, OK?
[AGENT][POSITIVE] You too, take care.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye-bye.