AccountId: 011433970860
ContactId: eb5264fc-c06e-4b22-bd04-0cca2a036b97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119300 ms
Total Talk Time (AGENT): 54532 ms
Total Talk Time (CUSTOMER): 35994 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/eb5264fc-c06e-4b22-bd04-0cca2a036b97_20250613T12:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Hospital calling to verify eligibility for patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII]. And may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Policy number is 02580221 ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment. And can you verify the
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Did you say 258-022-1?
[CUSTOMER][NEUTRAL] Yes, 02580221 ML8.
[AGENT][NEUTRAL] OK, thank you. I was just asking because the last call I had had the same um policy number. OK, well, I can verify for you, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Must be the 2nd part, OK, yeah, OK, they wanted the 5th 1.
[AGENT][NEUTRAL] All right. And can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. Um, so yes, this policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all I appreciate the help.
[AGENT][POSITIVE] You're welcome, thanks for calling APL bye bye.