AccountId: 011433970860
ContactId: bbeefc45-f2c7-4681-a2fe-00bdaec475ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72559 ms
Total Talk Time (AGENT): 24610 ms
Total Talk Time (CUSTOMER): 32368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/bbeefc45-f2c7-4681-a2fe-00bdaec475ca_20250612T19:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Baptist Health Medical Group to see if a patient's plan is active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 1069918
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy termed [PII].
[CUSTOMER][POSITIVE] OK, [PII] perfect.
[CUSTOMER][NEUTRAL] And they don't have any other policies, right?
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.