AccountId: 011433970860
ContactId: b866e34b-706c-4017-a2bc-8c58f46e9cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78760 ms
Total Talk Time (AGENT): 39832 ms
Total Talk Time (CUSTOMER): 31801 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/b866e34b-706c-4017-a2bc-8c58f46e9cee_20250508T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And the policy number is 2544964.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Great, thank you so much. Is there a reference number for this call, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright have a great day bye bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.