AccountId: 011433970860
ContactId: b3e73f03-d20a-4605-b022-362b50bdd2fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99800 ms
Total Talk Time (AGENT): 53841 ms
Total Talk Time (CUSTOMER): 38628 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b3e73f03-d20a-4605-b022-362b50bdd2fb_20250218T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] from Baptist Urgent Care just looking for eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, is it the outpatient benefit certificate number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 24726 M like Mary L8
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active might just be a different policy number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do have one that is currently active uh let me know when you're ready for that policy number.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] It is 0258.
[AGENT][NEUTRAL] 1777.
[CUSTOMER][NEUTRAL] No letters or anything that's it.
[AGENT][NEUTRAL] No, yeah, um, so this one's effective date just picked up where that one left off [PII] and again it is currently active.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you mhm.
[AGENT][NEUTRAL] Alright, of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thanks.
[AGENT][POSITIVE] Alright, well thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye