AccountId: 011433970860
ContactId: adcae7dd-ac17-410b-b4d7-2597477be9fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126849 ms
Total Talk Time (AGENT): 45972 ms
Total Talk Time (CUSTOMER): 46619 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/adcae7dd-ac17-410b-b4d7-2597477be9fc_20250213T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I need to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the, is this for service in an office setting?
[CUSTOMER][NEUTRAL] Yes, uh, it's a specialist office visit.
[AGENT][NEUTRAL] OK, one moment, let me, let me get the policy number and then a good phone number from you.
[CUSTOMER][NEUTRAL] Policy number is 0175897979. Phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we're checking eligibility and then specialist office visit then.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] So I believe this is yes.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm showing this policy is no longer active as of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I don't show any active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] [PII] allow me. OK, excellent thank you [PII]. May I have a um a reference number or just your name? We'll do for that, uh, the.
[AGENT][NEUTRAL] My name and today's date, [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a wonderful day. I appreciate your help. Bye bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.