AccountId: 011433970860
ContactId: d320d7d1-fcdd-4523-bfc5-81b6e442dc8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105129 ms
Total Talk Time (AGENT): 49916 ms
Total Talk Time (CUSTOMER): 51519 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d320d7d1-fcdd-4523-bfc5-81b6e442dc8c_20250203T19:52_UTC.wav
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[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from Baptist Primary Care and I was just calling to see if I can check this, um, eligibility on a patient. sorry.
[AGENT][NEUTRAL] Sure, yeah, I could check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, is it the group number?
[AGENT][NEUTRAL] Uh, are you looking at a card?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, um, there should be something on there that says member ID or do you see anything that says in hospital or outpatient certification number? OK, cool, either one of those.
[CUSTOMER][NEUTRAL] Yes, I do. I just saw that.
[CUSTOMER][NEUTRAL] 01546668ML8
[AGENT][POSITIVE] Awesome thank you and then uh what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Uh, date of birth of [PII] and the name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much. You have a wonderful day. No, ma'am.
[AGENT][NEUTRAL] Yeah, was there anything else I can help with?
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.