AccountId: 011433970860
ContactId: cf7feae0-8f24-4b7c-ba84-b345452e1915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124919 ms
Total Talk Time (AGENT): 44889 ms
Total Talk Time (CUSTOMER): 47639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/cf7feae0-8f24-4b7c-ba84-b345452e1915_20250226T14:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from uh Baptist Health, and we have a mutual patient. I just need to check to see if her insurance is active.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the number is um [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 254-530-6
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, and can I have, um, can I have your name again, ma'am?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] I just need a um a reference number if you guys have.
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] So [PII] and then today's date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, great. Thank you, ma'am. You take care.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye