AccountId: 011433970860
ContactId: fa8360c7-a5ef-4026-9a46-762b4a41863d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134429 ms
Total Talk Time (AGENT): 54981 ms
Total Talk Time (CUSTOMER): 52114 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/fa8360c7-a5ef-4026-9a46-762b4a41863d_20250108T22:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, um, good afternoon. My name is [PII]. I'm calling from Baptist Health Medical Group to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 106-7624.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes you may. It's [PII] [PII].
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] And you just need eligibility today?
[CUSTOMER][NEUTRAL] Yes, I, I believe this is a a secondary or supplemental plan.
[AGENT][NEUTRAL] OK. We
[AGENT][NEUTRAL] Correct. It is a secondary policy. Um, the effective date for this, uh, for [PII] is [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK perfect thank you that's what I needed to know. um, would there be a reference number for my call today?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK. And, and the initial to your last name [PII]? You said [PII], right?
[AGENT][NEUTRAL] Yes, so, [PII] last initial [PII].
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it have a great rest of your evening, OK?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome, you as well. Thank you for calling ATL, Mr. [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm.