AccountId: 011433970860
ContactId: de33990b-3573-4756-bec7-a77f3c772478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118500 ms
Total Talk Time (AGENT): 55230 ms
Total Talk Time (CUSTOMER): 41132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/de33990b-3573-4756-bec7-a77f3c772478_20250122T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Baptist Health. I'm calling to see if this patient is active.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And then what is the patient's name?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Is [PII] um
[CUSTOMER][NEUTRAL] [PII]? I, I could spell it [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And 724, 1960.
[AGENT][NEUTRAL] OK, I appreciate that. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 1404045.
[AGENT][NEUTRAL] OK, let me pull in her policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do see that [PII], this policy 1404045 is no longer active. The policy lapsed on [PII], but let me look, I'm gonna look to see if she does have an active policy now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No, ma'am. She does not have any active policies with us.
[CUSTOMER][POSITIVE] OK. OK, thank you, [PII]. Have a good day.
[AGENT][POSITIVE] You too. Thank you, Ms. [PII] for calling APL. I hope you have a good rest of your week.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Um bye-bye.
[CUSTOMER][NEUTRAL] Bye.