AccountId: 011433970860
ContactId: ea2969a8-5b35-4cac-a548-0c1d3939e7f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91650 ms
Total Talk Time (AGENT): 35217 ms
Total Talk Time (CUSTOMER): 36988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ea2969a8-5b35-4cac-a548-0c1d3939e7f2_20250127T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from Baptist Health Medical Group. I just need to know if this patient's policy was active.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have here.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 22361 ML 8.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the patient?
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Give me the extension again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information, and we're just checking your eligibility information.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm showing a policy effective date of [PII].
[AGENT][NEUTRAL] This policy is no longer active as of [PII].
[AGENT][NEUTRAL] No active coverage at this time?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Um, no, that's about it. Thank you so much for your time.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mhm. You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.