AccountId: 011433970860
ContactId: 0c85314f-6f9e-486b-a898-4202f4cc8596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122190 ms
Total Talk Time (AGENT): 49954 ms
Total Talk Time (CUSTOMER): 52198 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/0c85314f-6f9e-486b-a898-4202f4cc8596_20250612T19:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Orthopedic Care. We're trying to get the eligibility of a patient.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02563061 M as in Mary, L as in Laurie A.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The name of the patient is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is like a secondary insurance, right?
[AGENT][NEUTRAL] Yes, this is their secondary insurance. We apply to the co-pay, deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] OK, uh, can I have a reference number for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much have a wonderful day bye.
[AGENT][POSITIVE] You also, and thanks for calling APL. Was there anything else I can assist with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright, have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.