AccountId: 011433970860
ContactId: 0d18eb94-43d4-4e34-aaaa-658dc1dba8e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243050 ms
Total Talk Time (AGENT): 132637 ms
Total Talk Time (CUSTOMER): 67450 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0d18eb94-43d4-4e34-aaaa-658dc1dba8e6_20250403T18:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you 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 get eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you only need eligibility and not benefits, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that, [PII], and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is 02462268 ML 8.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII], would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now he is the subscriber on this policy. However, this is, this policy is no longer active. It was active from [PII]. There is another, is your data service beyond [PII] that you're trying to verify eligibility for?
[CUSTOMER][NEUTRAL] Mhm oh OK.
[CUSTOMER][NEUTRAL] Uh yes, it's for [PII] mhm.
[AGENT][NEUTRAL] OK, so there is another policy that is active with a different number, so give me just a moment and I'll provide you that information.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the current active policy is 259.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7474.
[AGENT][NEUTRAL] And it has an effective date of [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so 2597474.
[AGENT][NEUTRAL] Mhm. Is the currently active policy, yes ma'am. And then if you all will be filing a claim with APL, we will have to have a copy also of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then we have our portal in which you should be able to check claim status once we process our claim by going to [PII].
[CUSTOMER][NEUTRAL] OK, perfect. OK, so I have the new policy number and this is like a um secondary or supplemental policy, correct?
[AGENT][POSITIVE] That is correct, yes ma'am.
[AGENT][NEUTRAL] To supplement to his primary insurance.
[CUSTOMER][NEUTRAL] OK, and is there.
[CUSTOMER][POSITIVE] Perfect. And is there any um group name or group number for that policy number?
[AGENT][NEUTRAL] Yes, uh, the group number is 24891.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group name is Argo or Agro, excuse me, Agro A G R O Holdings Incorporated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Alright, so I can add that in. OK, [PII], thank you so much for your help. Is there a reference number for this call?
[AGENT][NEUTRAL] OK. Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, well, you're certainly very welcome and again, is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL. I hope you have a wonderful afternoon, [PII].
[CUSTOMER][POSITIVE] You as well thank you take care.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.