AccountId: 011433970860
ContactId: e6e002fa-5f85-40ad-9e96-b0ffedbb5483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94069 ms
Total Talk Time (AGENT): 41263 ms
Total Talk Time (CUSTOMER): 40491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/e6e002fa-5f85-40ad-9e96-b0ffedbb5483_20250221T15:53_UTC.wav
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[CUSTOMER][NEUTRAL] she
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling from Baptist Health, and I'm calling to verify benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, does it, she gave me two off her card. I have one that starts with a letter and then I have one that starts with a number.
[AGENT][NEUTRAL] Uh, what's the one that starts with a number?
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 80769
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, uh, showing an effective date of [PII] policy is active, and what benefits are needing for the patient?
[CUSTOMER][NEUTRAL] I just need to make sure that it's active and just medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, is there a reference number to the call?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what what's your name? I'm sorry.
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alright, thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling Ael, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Alright thanks bye.