AccountId: 011433970860
ContactId: d50bb7ec-9a1b-42ab-bf64-797851617e0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86709 ms
Total Talk Time (AGENT): 46509 ms
Total Talk Time (CUSTOMER): 41557 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d50bb7ec-9a1b-42ab-bf64-797851617e0b_20250106T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, I can take eligibility for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I do. It is 02556460.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, 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][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Perfect, that's what I needed to know [PII]. Is there a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect, no that's all for today. Thank you so much for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.