AccountId: 011433970860
ContactId: c50b4dfe-99ce-47a0-b3bb-c605b4751548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125059 ms
Total Talk Time (AGENT): 49891 ms
Total Talk Time (CUSTOMER): 42081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c50b4dfe-99ce-47a0-b3bb-c605b4751548_20250102T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Health, the insurance verification department to obtain um eligibility on a member.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, that's OK. Um, it is 01761948.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull that up here one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And then if I could get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII] or [PII], um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you so much. So it looks like uh the member did have a secondary plan with us. It did terminate back in [PII] and I don't show any other active coverage.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, let me just put that here. OK, terminated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you give reference numbers?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial and then today's date. My name again is [PII] spelled [PII] The last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.