AccountId: 011433970860
ContactId: db922fca-c4a2-4fc9-ba1b-fc885e47fa0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90449 ms
Total Talk Time (AGENT): 41881 ms
Total Talk Time (CUSTOMER): 42261 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/db922fca-c4a2-4fc9-ba1b-fc885e47fa0b_20250609T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning, I'm calling from.
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Baptist Health Medical Group to see if a patient is active.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility first. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's 01740089 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] Um, also what kind of are you coming?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, so [PII]. OK, perfect, thank you so much. That was all that I needed.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too.