AccountId: 011433970860
ContactId: c56c5418-dbc3-4dbb-84a5-63c18359c442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168720 ms
Total Talk Time (AGENT): 54050 ms
Total Talk Time (CUSTOMER): 67859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c56c5418-dbc3-4dbb-84a5-63c18359c442_20250211T15:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, perfect. So, I am from Baptist Health. I'm calling to verify the American Pub Li to see if it's active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK, I could see if that's still active, um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] OK, got it and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is gonna be 02.
[CUSTOMER][NEUTRAL] 41.
[CUSTOMER][NEUTRAL] 97.
[CUSTOMER][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] M as in mom, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, thank you and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and coinsurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect. So it's been effective since [PII]. What year?
[AGENT][NEUTRAL] I'm sorry, that was uh [PII].
[CUSTOMER][POSITIVE] Perfect is active, effective date of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] Side takes care of co-pays, deductibles.
[CUSTOMER][NEUTRAL] And co-insurance.
[AGENT][NEUTRAL] Yes, after their major medical pays.
[CUSTOMER][NEUTRAL] After major medical.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK, well thanks for calling ALO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.