AccountId: 011433970860
ContactId: abc4eef3-03ff-4c76-bc8b-3a4b5ccc3d26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173410 ms
Total Talk Time (AGENT): 65352 ms
Total Talk Time (CUSTOMER): 60393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/abc4eef3-03ff-4c76-bc8b-3a4b5ccc3d26_20250318T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I just have a patient. I need to double check for this month is currently active, please.
[AGENT][NEUTRAL] Oh sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're welcome, Ms. [PII]. May I have a callback number just in case we get disconnected and the name of the facility you're calling from for my notation.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, Baptist Health Medical Group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I have it here one second.
[CUSTOMER][NEUTRAL] Is 02350055 ML 8.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, I have it here um.
[CUSTOMER][NEUTRAL] One second. The first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is, sorry.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I am sorry, everything is closing on me today having one of those technical dates.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's OK. It's OK. Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's all happening to me today.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 1111 76.
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and you said you need eligibility. We have, let's see the effective date of [PII]. Um, let me check something really quick.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] Yes, perfect. Thank you so much for that. Uh, can I, I could use your name right as a reference?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, my name in today state Miss sorry.
[CUSTOMER][POSITIVE] OK, perfect. Have a great day, OK? Thank you for your help.
[AGENT][POSITIVE] You as well. Thank you and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Right.