AccountId: 011433970860
ContactId: ae78c702-9622-4a92-9f32-f3424739601c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145429 ms
Total Talk Time (AGENT): 45991 ms
Total Talk Time (CUSTOMER): 80878 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ae78c702-9622-4a92-9f32-f3424739601c_20250603T17:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Baptist Health Insurance office.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] TC
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 26741.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] OK, that doesn't surprise me. It didn't, yeah, it didn't seem correct. Yes, I have a social number. Um, let me see, I think, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Oh, no, I don't. I don't have one.
[AGENT][NEUTRAL] You don't have the social
[CUSTOMER][NEUTRAL] So that's OK. Um.
[AGENT][NEUTRAL] Do you know whose name the policy is in?
[CUSTOMER][NEUTRAL] No, I, I don't, I don't.
[CUSTOMER][NEUTRAL] Yes, it's under [PII] and then [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, or yeah, however you pronounce that, yes.
[AGENT][NEUTRAL] Hold on just a moment I'll see if I can find it by the name.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sorry for the inconvenience. I'm just, I'm just going with the information that's that's in here. So yeah, apparently it's not entered correctly.
[AGENT][NEUTRAL] I do not see that name in our system.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, that's fine. That's, that's all I need.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, no, that's fine. I'm just gonna go ahead and put document that this policy is not found, OK?
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] It was so much.
[CUSTOMER][POSITIVE] OK, you too. Thank you. What's your name again? I'm sorry.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK [PII] you too you have a wonderful day. OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Bye bye. You're welcome bye bye.