AccountId: 011433970860
ContactId: d0c4bea1-df95-4ce4-b155-d8ed76138ec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129399 ms
Total Talk Time (AGENT): 61914 ms
Total Talk Time (CUSTOMER): 31237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d0c4bea1-df95-4ce4-b155-d8ed76138ec1_20250221T16:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] Yeah, sure, I can assist you with that eligibility, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02465643.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss. Um, let me check and see if I have a new policy. This one is terminated. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I did find a new one. Let me know when you're ready for the policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the policy number that I found was 01883914.
[AGENT][NEUTRAL] The effective date on this one is [PII] and it is showing active at the moment for [PII].
[AGENT][NEUTRAL] And this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, and he is the subscriber correct?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] And what is the group number?
[AGENT][POSITIVE] Alright, let me get that for you.
[AGENT][NEUTRAL] OK, the group number on this number is.
[AGENT][NEUTRAL] 15493.
[CUSTOMER][POSITIVE] OK, great. That's all I needed thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Miss. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.