AccountId: 011433970860
ContactId: c42f7aec-df4b-4eea-96c4-bd8a827e6987
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172839 ms
Total Talk Time (AGENT): 48086 ms
Total Talk Time (CUSTOMER): 58060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c42f7aec-df4b-4eea-96c4-bd8a827e6987_20250221T17:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Baptist Outpatients Verification. I just wanted to get um the benefits for uh a policyholder.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII] and it's a direct line?
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's 021-99624 ML 7.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. I'm just showing this is an individual policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it still active?
[AGENT][NEUTRAL] Yes, ma'am, but she is not on the policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, so, uh, uh, patient Ali that? Mhm.
[AGENT][NEUTRAL] It's active
[AGENT][NEUTRAL] But she's not on his policy. It's under her husband's name and she was a dependent, but now it's saying it's an individual policy and that would mean she's not on here.
[CUSTOMER][NEUTRAL] She's not there, OK.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, um, perfect. Um, all right, miss, um, and then is it possible if I could please have the initial to your last name and a reference number?
[AGENT][NEUTRAL] My initial is [PII] and we do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.