AccountId: 011433970860
ContactId: c148ca61-dc08-4503-ad16-5907ba0e98d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93099 ms
Total Talk Time (AGENT): 41879 ms
Total Talk Time (CUSTOMER): 36589 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c148ca61-dc08-4503-ad16-5907ba0e98d3_20250603T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Baptist Health Medical Group. I need to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. First letter of the initial is [PII] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the um policy number?
[CUSTOMER][NEUTRAL] It is 1257714 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 So I'm actually showing the policy is no longer active. Um, this policy was effective from [PII], and there has been no active policy with APL since [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you and I [PII] I I appreciate your help. Have a wonderful rest of the day.
[AGENT][POSITIVE] Well, you're very welcome.
[AGENT][POSITIVE] All right, you also thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hm.