AccountId: 011433970860
ContactId: a710e653-2095-4ad4-964f-61780a6a36a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88839 ms
Total Talk Time (AGENT): 43708 ms
Total Talk Time (CUSTOMER): 32307 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a710e653-2095-4ad4-964f-61780a6a36a3_20250610T14:22_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], my name is [PII]. I'm calling from Baptist Health. I need to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 1,266,910. ML 5.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy, it did terminate [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they do not, um, they did have one policy after this, but it did terminate, uh, [PII].
[AGENT][NEUTRAL] That was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. I'll make I made a note of it. I appreciate your help bye bye.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Right, of course, thank you bye bye.
[CUSTOMER][NEUTRAL] by