AccountId: 011433970860
ContactId: ae30a6f2-d016-4f58-8465-f3b9234290ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130559 ms
Total Talk Time (AGENT): 42456 ms
Total Talk Time (CUSTOMER): 74960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ae30a6f2-d016-4f58-8465-f3b9234290ca_20250113T19:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm [PII] calling from Baptist Health calling for eligibility please.
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, you're [PII], right?
[AGENT][NEUTRAL] Correct. If I can get the policy number and a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, let's see. Hold on. So, let me see here. OK, um, the, oh, my phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, that's my phone number. Do you, do you want the policy number?
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02325
[CUSTOMER][NEUTRAL] 489 ML 8.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], he's born on [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and you're just verifying eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII]. Uh, this policy is active at this time.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, his date of service was [PII], um, so he's he was active for then?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. um his group name is is it Bronco Logistics LLC?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the group number gonna be?
[AGENT][NEUTRAL] 25898.
[CUSTOMER][POSITIVE] Perfect. OK, let me go ahead and your phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me just make sure I got everything. Let's see, and [PII], how do you spell your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as reference for today's call. [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, NYA first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much for everything. I hope you have a great rest of your afternoon.
[AGENT][POSITIVE] Same to you. Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.