AccountId: 011433970860
ContactId: e0be206f-0f26-488c-9eb5-5af93db62101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133050 ms
Total Talk Time (AGENT): 50260 ms
Total Talk Time (CUSTOMER): 38459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e0be206f-0f26-488c-9eb5-5af93db62101_20250611T12:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm with Baptist Healthcare. I need to check eligibility for a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, uh huh, it's [PII].
[CUSTOMER][NEUTRAL] And policy number is 02288808.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] OK, perfect. And then would you be able to help me with another patient as well?
[AGENT][NEUTRAL] Sure. Hold on one moment. Let me note this policy. And what's the um next patient's policy number?
[CUSTOMER][NEUTRAL] It is 1352261.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, and I'm showing this policy has been active since [PII].
[CUSTOMER][POSITIVE] OK perfect and then.
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help you have a good rest of your day.
[AGENT][NEUTRAL] You're welcome. Are you also thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.