AccountId: 011433970860
ContactId: cbcf31dd-79f2-4255-bec4-f6233af8e1bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87309 ms
Total Talk Time (AGENT): 43468 ms
Total Talk Time (CUSTOMER): 32311 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cbcf31dd-79f2-4255-bec4-f6233af8e1bb_20250320T19:10_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, [PII]. Good afternoon. My name is [PII]. I'm calling from Baptist Health, or Baptist Hospital in [PII]. Um, I just wanna check to see if this number is currently active.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. And the policy number is 1252244 M as in Mary, Mary 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it's uh [PII].
[AGENT][NEUTRAL] Thank you for verifying his information and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing there's no active policy at this time. This policy was effective from [PII], and there were no active policies um after that with APL.
[CUSTOMER][POSITIVE] OK, perfect
[CUSTOMER][POSITIVE] OK, great. I just need to know. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Um, well, thanks for calling APL and I do hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.