AccountId: 011433970860
ContactId: ec61cde0-a795-4761-88f3-8dc57aa5b252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131169 ms
Total Talk Time (AGENT): 39079 ms
Total Talk Time (CUSTOMER): 59375 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ec61cde0-a795-4761-88f3-8dc57aa5b252_20250502T16:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. 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] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, 1312444 ML 8.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, looks like this policy termed in [PII]. Let me see if there's an active policy.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, you know, I have another, another policy number just came up for her as well. I don't know if that would be helpful maybe that's an updated one.
[AGENT][NEUTRAL] Uh, you have 252549484.
[CUSTOMER][NEUTRAL] Yes, it has a 0 in the front. I don't know if that's, oh, OK, is it supposed to be 025 or just 25?
[AGENT][POSITIVE] OK, that's the right one.
[AGENT][NEUTRAL] We can look it up either way it'll pull up in our system either way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, this policy is active and effective, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. And then, so either way I just wanna make sure I have the right policy number in the system so we can use 02549484?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect and then it's active.
[CUSTOMER][NEUTRAL] Alright, OK, that's what I needed to know [PII], is there a reference number for this call?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.