AccountId: 011433970860
ContactId: b55d3e27-9dff-40e2-a2d6-ff1cae1e4fa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138509 ms
Total Talk Time (AGENT): 46337 ms
Total Talk Time (CUSTOMER): 57290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b55d3e27-9dff-40e2-a2d6-ff1cae1e4fa3_20250512T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. I am calling from Baptist Health Medical Group. I just needed eligibility for 2 patients.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes. Um, it's 2 patients, but they have the same policy number because they're married.
[AGENT][NEUTRAL] OK. May I have the policy number?
[CUSTOMER][NEUTRAL] But I just need to know.
[CUSTOMER][NEUTRAL] Yes, 02216489 ML8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the next one.
[CUSTOMER][NEUTRAL] Is the first patient.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility for these members. I can pull that up for you now, and it does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, who would be the subscriber for this policy?
[AGENT][NEUTRAL] It is showing that the policyholder is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and there is no future termination date for either patient?
[AGENT][NEUTRAL] As of right now, it's currently active.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] All right, can I get your name again and the reference number for this call, please?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.