AccountId: 011433970860
ContactId: b43d9fb4-d109-47ea-9eb8-618193204008
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131580 ms
Total Talk Time (AGENT): 67332 ms
Total Talk Time (CUSTOMER): 40684 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b43d9fb4-d109-47ea-9eb8-618193204008_20250402T13:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Baptist Memorial Hospital. I need to uh verify eligibility and benefits on a patient please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh yes, my contact number is [PII].
[AGENT][NEUTRAL] All right, and the policy number?
[CUSTOMER][NEUTRAL] 729704
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] I hit the wrong button. I didn't actually mean hold. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second, I'm pulling up the policy and I just need you to verify the date of birth, the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing they do not have any active policies with APL. This particular policy was active from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that?
[AGENT][NEUTRAL] Yes, [PII] of
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I'm sorry, when did his policy turn?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, and you don't have any active policy with him?
[AGENT][NEUTRAL] That's the, that's the day that it became eligible. It turned on [PII], and that was the last policy they had with APL.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.