AccountId: 011433970860
ContactId: d4c50ced-97da-4bb5-aef9-d46149745ff2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242240 ms
Total Talk Time (AGENT): 96854 ms
Total Talk Time (CUSTOMER): 75891 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d4c50ced-97da-4bb5-aef9-d46149745ff2_20250320T15:34_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, yes, good afternoon. My name is [PII]. I'm calling from Baptist Health. I'm calling in reference to a mutual patient. I'm just want to know if the patient is um active with you guys.
[AGENT][NEUTRAL] I can help you with that eligibility. You said your name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. That's a beautiful name. What is a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, give me one second, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Uh, 5, no, hold on, I don't know if I hard. Give me one second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy 02-11.
[CUSTOMER][NEUTRAL] 642 8
[CUSTOMER][NEUTRAL] M as in mom, L as in Lilo, number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, did you say policy I think I mistyped it. Was it 2116426?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 02116828.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] M as in mom, [PII].
[AGENT][POSITIVE] All right, thank you. Yeah, my fingers just did a little crazy dance. I do apologize.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And, and you said this is for [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No, um, date of birth is [PII] [PII].
[AGENT][NEUTRAL] In this though.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, I can help you with that eligibility, [PII]. I'm showing that this policy actually turned
[AGENT][NEUTRAL] On [PII], checking to see if they have active coverage and they do not.
[CUSTOMER][NEUTRAL] For, um, can you check eligibility for [PII]?
[AGENT][NEUTRAL] OK, for initial for [PII].
[AGENT][NEUTRAL] Let me see if he was active.
[AGENT][NEUTRAL] I'm checking. I apologize. Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I want to make sure he was covered for that time.
[AGENT][NEGATIVE] Looks like it went to individual policy on [PII] on well on [PII], so he would not have been covered.
[CUSTOMER][NEUTRAL] OK, so he wasn't active for [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. What is your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] No, not sure, it was a pleasure to assist you with that eligibility on for Ernesto. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you for so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] Bye take care.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Hm