AccountId: 011433970860
ContactId: c56f83df-6a33-46e6-88f3-19e6181fd4f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104139 ms
Total Talk Time (AGENT): 45051 ms
Total Talk Time (CUSTOMER): 35428 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c56f83df-6a33-46e6-88f3-19e6181fd4f7_20250226T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello. My name is [PII], and I'm calling on behalf of Baptist Hospital to verify some information for a patient, please.
[AGENT][POSITIVE] All right. I'm happy to check information for you today, [PII]. What is the patient policy number?
[CUSTOMER][NEUTRAL] 02519622
[AGENT][NEUTRAL] And then if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on this is [PII]. We're the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, got it. And is he the primary subscriber on the policy?
[AGENT][NEUTRAL] We do not have that information. You would have to check with the insured.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And then may I get the spelling of your first name and first initial of your last name, please?
[AGENT][NEUTRAL] Absolutely. My name is [PII], that's spelled [PII].
[CUSTOMER][POSITIVE] OK, perfect. Well thank you so much, sir. I appreciate your help. I hope you enjoy the rest of your day and have a wonderful week.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.