AccountId: 011433970860
ContactId: cba7c056-01fb-456a-88c0-9ebcacbbfb95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69029 ms
Total Talk Time (AGENT): 25119 ms
Total Talk Time (CUSTOMER): 33422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/cba7c056-01fb-456a-88c0-9ebcacbbfb95_20250321T15:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. My name is [PII]. I'm calling from Baptist Health Medical Group. Just calling really quickly to confirm if this um insurance policy is active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, [PII]. And spell my name is [PII]
[AGENT][NEUTRAL] [PII], can I have that policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Yes, um 01975863.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII] 228-1957.
[AGENT][NEUTRAL] And you're calling to verify eligibility this policy terminated?
[AGENT][NEUTRAL] [PII] and he has no active policy here with us, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much for confirmation.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.