AccountId: 011433970860
ContactId: eaf8b5a8-25ac-447f-8cbe-cc37daa82ddd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149020 ms
Total Talk Time (AGENT): 70719 ms
Total Talk Time (CUSTOMER): 32939 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/eaf8b5a8-25ac-447f-8cbe-cc37daa82ddd_20250609T16:59_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Baptist Health Medical Group to see if a patient is active.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that and [PII], what is um a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It's 1246628.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, [PII], any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so she had been the spouse of the subscriber on this policy, but this is an old policy, [PII]. This policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And it turned [PII].
[AGENT][NEUTRAL] Now they did have some other coverage after that with APL but there has not been anything active with us since [PII] so is it for a future data service you were trying to get eligibility on?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just wanted to make sure um if it was term that was all the information that I needed.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, [PII]. Well, if that is all I can help. You are very welcome. And if that is all I can help you with, thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.