AccountId: 011433970860
ContactId: cb1947d0-a13b-4e43-a843-c360d347eeba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123750 ms
Total Talk Time (AGENT): 43527 ms
Total Talk Time (CUSTOMER): 50371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/cb1947d0-a13b-4e43-a843-c360d347eeba_20250221T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm [PII]. I'm calling from Baptist Health here in [PII]. I'm just calling for the eligibility for a member, please.
[AGENT][NEUTRAL] Oh, sure, I can help you with the eligibility and [PII], may I have a good contact number and the policy number?
[CUSTOMER][NEUTRAL] OK, I think they put the group number instead. I don't know. Actually, OK, maybe this is the policy number 962-8887. Is that, is that a policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] Um, yes, that's the policy number. What's the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, yes, this is it. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK perfect and she's is she the subscriber?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. All right, let me fix something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And an A and an A?
[AGENT][NEUTRAL] Yes, that's correct. And the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and that's your name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And today.
[CUSTOMER][POSITIVE] All right, that was quick and easy. I like that.
[AGENT][NEUTRAL] Me too. And [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No thank you. Have a nice, have a nice weekend.
[AGENT][POSITIVE] You also thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.