AccountId: 011433970860
ContactId: d8be6e07-4f5e-4e1b-a1e0-e0be5657165d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129860 ms
Total Talk Time (AGENT): 39634 ms
Total Talk Time (CUSTOMER): 47970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d8be6e07-4f5e-4e1b-a1e0-e0be5657165d_20250410T19:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am with Baptist Health. I'm trying to verify an insurance.
[AGENT][NEUTRAL] And yeah, I can help you with eligibility. Uh, do you have a good callback number?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] I have 025.
[CUSTOMER][NEUTRAL] 676-44 M as in mom, L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK, thank you. And the patient or patient name date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] Oh, sorry, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you need eligibility and benefits or just um eligibility?
[CUSTOMER][NEUTRAL] Um, yeah, eligibility.
[AGENT][NEUTRAL] Uh, it looks like she's effective [PII] policy is currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then she is currently in an urgent care setting. Do you guys cover that?
[AGENT][NEUTRAL] Um, let me pull up her.
[CUSTOMER][NEUTRAL] As her secondary.
[AGENT][NEUTRAL] Um, this is not a guarantee of payment, basic outline of the policy. Um, let's see, urgent care.
[AGENT][NEUTRAL] Um, yes, urgent care facility is covered. There's a benefit of 1500 per calendar year payout.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, awesome. Thank you, that's all I needed for today.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Bye-bye. You too.