AccountId: 011433970860
ContactId: c79818ac-8cbe-4703-8aa3-5cf5901d7772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224449 ms
Total Talk Time (AGENT): 91296 ms
Total Talk Time (CUSTOMER): 117880 ms
Interruptions: 2
Overall Sentiment: AGENT=2.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c79818ac-8cbe-4703-8aa3-5cf5901d7772_20250211T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. Good morning. Uh, my name is [PII]. I'm calling from Baptist Health, calling for the eligibility please for a member.
[AGENT][NEUTRAL] All right, [PII], happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02465751 ML 8.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And if I could have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Occupation his name [PII]. He's born on.
[CUSTOMER][NEUTRAL] Let's see, [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. So patient does have an active plan. Um, it's actually a different policy number. Do you need to take that down?
[CUSTOMER][NEUTRAL] OK, what the policy number that you gave is terminated?
[AGENT][POSITIVE] Yeah, let me give you the correct one.
[CUSTOMER][NEUTRAL] OK, perfect. What is his what is his new policy number? Actually his date of service was [PII], so when did that when did that policy number terminate?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] So it's weird because it's like this one ended in [PII], but
[AGENT][POSITIVE] Yeah, this other one has been active since [PII] so this is the one that you want even if it was for [PII].
[CUSTOMER][NEUTRAL] OK. Strange, OK.
[AGENT][NEUTRAL] Of this year, it's, yeah, it's um 2.
[CUSTOMER][NEUTRAL] What is it gonna be?
[AGENT][NEUTRAL] 203.
[AGENT][NEUTRAL] 7503.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date is [PII], still active.
[CUSTOMER][POSITIVE] Perfect. OK, so it's 203-750-3, right?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] And is the group named City of [PII]?
[AGENT][NEUTRAL] Yes, and the group number is 15493.
[CUSTOMER][POSITIVE] Perfect. And I have your address in the system. Hi [PII], right?
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][POSITIVE] OK, perfect. And how's your day going today? Good?
[AGENT][POSITIVE] So far so good. [PII] can't complain. How about you?
[CUSTOMER][NEUTRAL] It's going OK. Yeah, I had a I had a patient yesterday and she's like, I wanna write you a review for helping me out. I'm like, really? Me? OK.
[AGENT][POSITIVE] Oh, that's nice.
[CUSTOMER][POSITIVE] Yeah, so I'm having a meeting with my two different meetings, one with my supervisor today and my manager. I wanna tell them, you know, because I think that's, I think that's good for people. I think it's good for, you know, for your manager and supervisor to know.
[AGENT][POSITIVE] Nice.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][MIXED] I know I hate. I was like, I'm like, oh my God, I'm was like telling the person the phone I'm like, really me? OK, that's so kind. I was like, people don't do that, you know. So he went above and beyond to help me.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Not, yeah, not now, not nowadays.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So there is it [PII] [PII] or [PII]?
[AGENT][NEUTRAL] Um, yeah, so it's [PII] [PII]
[CUSTOMER][POSITIVE] Perfect. That's how I first had it, but I just wanted to double check. Alright, and then we got everything zip code [PII], right?
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Yep, correct.
[CUSTOMER][POSITIVE] Alright, alright, and new so new policy number. Alright, thanks for everything, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.