AccountId: 011433970860
ContactId: eba3a6d7-fc2d-4248-bbfe-c0256d4adc40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145490 ms
Total Talk Time (AGENT): 76732 ms
Total Talk Time (CUSTOMER): 52859 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/eba3a6d7-fc2d-4248-bbfe-c0256d4adc40_20250409T19:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Oh, I can help you with that, [PII], can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on today?
[CUSTOMER][NEUTRAL] It is 1067624.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy. Excuse me, uh, I show that this policy, let's see, was effective from [PII]. This participant did drop from the policy on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] So they don't, so there's nothing active for them.
[AGENT][NEUTRAL] Well, let me get, wait, wait, wait, let me see, let me make sure.
[AGENT][NEUTRAL] I see them come up again. What's the date of birth again?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Uh well they have him in here twice. He's actually active. I do apologize for that. Uh, policy effective since [PII] is still active.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] OK perfect and this is just a uh supplemental or a gap, right?
[AGENT][NEUTRAL] It is a supplemental gap policy.
[CUSTOMER][NEUTRAL] OK, would you happen to have the um group name and number for this policy?
[AGENT][NEUTRAL] Yes, let me get that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, the group number is 17111.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Fisher Island Community Associate Inc.
[CUSTOMER][NEUTRAL] Community.
[CUSTOMER][POSITIVE] Associates Inc. OK, perfect.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, I have what I need. [PII], is there a reference number for this call?
[AGENT][NEUTRAL] To reference our call, you will use my name and today's date, that is spelled [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APO.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.