AccountId: 011433970860
ContactId: adc1917d-9742-4c3e-a19a-aec7790ce2b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272429 ms
Total Talk Time (AGENT): 77765 ms
Total Talk Time (CUSTOMER): 80353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/adc1917d-9742-4c3e-a19a-aec7790ce2b9_20241231T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. I'm calling in from Baptist Outpatient Services. I am calling in just to check if a patient has an active policy for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And our, what's the policy number?
[CUSTOMER][NEUTRAL] Um, 152937 ML 8.
[AGENT][NEUTRAL] 152937 it's missing one digit.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 2937 ML 8.
[CUSTOMER][NEUTRAL] So, it's missing one digit?
[AGENT][NEUTRAL] Do you have the card in front of you?
[CUSTOMER][NEUTRAL] Uh, no. Let me, bear with me one quick second. Let me see if maybe we have another policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me also check and see if um we have the card scanned into the system cause
[CUSTOMER][NEUTRAL] No, I don't have the card actually. Bear with me one quick second.
[AGENT][NEUTRAL] Spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Yeah, I do. It's [PII], first name, last name is [PII].
[AGENT][NEUTRAL] Spell the
[AGENT][NEUTRAL] Spell the first and last for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, yeah, I'm sorry, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What state does [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the policy number that you gave me, uh, it should be 155. There were, there were 2 5s in that policy number 1552937.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she has had a policy since the one that the number that you gave me, the number that you gave me terms [PII].
[AGENT][NEUTRAL] Um, effective 6119, she was under policy number 173.
[AGENT][NEUTRAL] 4258, uh, this policy is no longer active. It turned on [PII], so I don't show an active policy for her at this time.
[CUSTOMER][NEUTRAL] OK. Um, do you happen to know if maybe she's going to have an active policy in [PII]?
[AGENT][NEUTRAL] I cannot verify that. You'll need to check with your patient.
[AGENT][NEUTRAL] To see who her carrier will be.
[CUSTOMER][NEUTRAL] No, alright.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much. Can I have please just your name and a reference number for the call?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. It's [PII] and first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] All right. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] And