AccountId: 011433970860
ContactId: d5c05d4c-d18d-4819-8bd7-0713ec5cdbfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108720 ms
Total Talk Time (AGENT): 42051 ms
Total Talk Time (CUSTOMER): 43022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d5c05d4c-d18d-4819-8bd7-0713ec5cdbfa_20250527T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Health Medical Group, um, to see if the patients supplementals active.
[AGENT][NEUTRAL] OK, give me a moment to verify eligibility for you and you say your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 021-66373 ML 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK OK
[AGENT][NEGATIVE] But sure she had a policy with us terminated [PII], and I don't show any active coverage.
[CUSTOMER][NEUTRAL] [PII]. OK, perfect. I'll go ahead and note that in my system and can I have your name and a reference number for the call, please?
[AGENT][NEUTRAL] Uh, for reference, you may use my name at today's date and my name is [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect. 5 27 25. Thank you so much.
[AGENT][POSITIVE] Uh, yes ma'am, you're welcome. Thank you for calling APM Miss [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye