AccountId: 011433970860
ContactId: dfb917df-4c27-4b46-b20a-d74feac34cf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106839 ms
Total Talk Time (AGENT): 61381 ms
Total Talk Time (CUSTOMER): 31919 ms
Interruptions: 0
Overall Sentiment: AGENT=3.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/dfb917df-4c27-4b46-b20a-d74feac34cf3_20250417T15:28_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I am calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][POSITIVE] Yes, ma'am. I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. Policy number is 01611631 ML8.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thanks so much for all that information. What is your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. Looks like [PII] is a dependent on this medical supplemental plan. I do show her original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want to check eligibility or do you need benefits as well?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK, was that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, can I just have your name again and a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am, we don't give reference number, [PII], but you can use my name in today's date and my name is [PII], spelled [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much for your time.
[AGENT][POSITIVE] Yes ma'am, and thank you for calling APO [PII]. Have a great day.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye. Bye-bye.