AccountId: 011433970860
ContactId: fea04e5d-658d-4646-8436-cccc3dc811f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169320 ms
Total Talk Time (AGENT): 54492 ms
Total Talk Time (CUSTOMER): 62325 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/fea04e5d-658d-4646-8436-cccc3dc811f5_20250314T13:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um, my name's [PII]. I'm calling from Baptist Health Medical Group, uh, for patients eligibility and benefits.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII], that is spelled [PII]
[AGENT][NEUTRAL] And how did you pronounce it? The [PII]?
[CUSTOMER][POSITIVE] [PII], yeah, sounds good.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have here 022.
[CUSTOMER][NEUTRAL] 8611.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK, what's that policy number again?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 862
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] M as in Mike, L as in Larry, and the number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you are needing claim status or benefits.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It just benefits to see, uh, you know, how, uh, you know, there's a gap insurance to see how much it would cover and if it would cover a primary care visit as a gap insurance.
[AGENT][NEUTRAL] OK, the policy number you gave me, lapse 121 24, they do have a new policy. The new policy number is 02579027.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And hold on one moment, let me look up that office visit.
[AGENT][NEUTRAL] OK, office visits are not covered.
[CUSTOMER][NEUTRAL] They're not covered. OK dokey. So I would need a reference number, uh, uh [PII].
[AGENT][NEUTRAL] We, we do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK dokey thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] Thank you to [PII] for calling APLU as well.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.