AccountId: 011433970860
ContactId: e25aae5a-d4e5-4e07-85dc-83456ce4db99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144960 ms
Total Talk Time (AGENT): 83900 ms
Total Talk Time (CUSTOMER): 60628 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e25aae5a-d4e5-4e07-85dc-83456ce4db99_20250211T17:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Health to get eligibility on a member.
[AGENT][POSITIVE] All right, [PII], I'll be right. Yes, ma'am. I'm doing great, [PII]. Go ahead and give me that policy number.
[CUSTOMER][POSITIVE] I'm doing good. And yourself?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, it is 989259.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now your patient's name and date of birth today please ma'am.
[CUSTOMER][NEUTRAL] OK, it is [PII], [PII].
[AGENT][NEUTRAL] All right, it looks like she is the insured on this medical supplemental plan, but she did flip looks like to a different number. Let me get it pulled up. Let me look, let's see.
[CUSTOMER][NEUTRAL] OK. Hmm.
[CUSTOMER][NEUTRAL] And while you're doing that, let me create a new policy number you said? Uh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, yep, she did flip to a different number, but it on this medical supplemental plan is still terminated, terminated on 91 yes ma'am, [PII]. She does not have any type of active policy here at APL at all for a supplemental plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's turning
[CUSTOMER][NEUTRAL] 901-2018. OK, do you give reference numbers?
[AGENT][NEUTRAL] Yes ma'am. No ma'am, we don't, [PII], but you can use my name and today's date if you need to do so. My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] And is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Oh no, yes, that's it. That's it, [PII]. Thank you so much and thank you for your kind, nice voice. Your voice is so jolly. I love it.
[AGENT][NEUTRAL] Nobody.
[AGENT][POSITIVE] Oh, well, thank you very much and you have a great rest of your day, [PII], and thank you so much for calling APL, OK?
[CUSTOMER][POSITIVE] OK, you're welcome. You too, [PII]. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.