AccountId: 011433970860
ContactId: c590c06e-42e0-4e17-b34a-8a58d65bfbf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218800 ms
Total Talk Time (AGENT): 63795 ms
Total Talk Time (CUSTOMER): 152354 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/c590c06e-42e0-4e17-b34a-8a58d65bfbf8_20250411T18:07_UTC.wav
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[CUSTOMER][NEUTRAL] that's.
[AGENT][NEUTRAL] This is can I help you?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I'm so sorry your line got in and out. I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. I'm with APL. How may I help you today?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Baptist Health Walker Hospital, the pay registration department. I am just calling today just to verify benefits and eligibility for our patients.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits and eligibility. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Our best callback number is [PII].
[CUSTOMER][NEUTRAL] The group number is 006903.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sure. This is for [PII]. Last name is [PII] for [PII]. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] Since you're here already with me.
[AGENT][NEUTRAL] OK. And then, um, what is Ms. [PII]'s policy number, please? Yeah.
[CUSTOMER][NEUTRAL] And the policy number, sorry?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, it's 1416327. And [PII], I just wanna verify the spelling of your name. Is it [PII]?
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Uh, instead of I, it'll be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the initial your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] You're very welcome. So looking at this policy, I do see that the policy is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] OK, I just wanna confirm, sorry you mentioned that the plan is already terminated.
[CUSTOMER][NEUTRAL] And that was on [PII], correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, can you also double check if there is a new plan for [PII] for [PII] or does she have a new policy number just to make sure?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am, she does not. There's no active policy numbers with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for your assistance. I just need to get a reference number for our call today.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] [PII] 4-11-2025 and again [PII], thank you so much for your assistance and you may have great shape and have a great weekend. Bye for now.
[AGENT][POSITIVE] Bye bye Miss [PII]. You have a wonderful weekend too, and thank you for calling on APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye-bye. Yes, bye bye.
[AGENT][NEUTRAL] Um bye-bye, ma'am.