AccountId: 011433970860
ContactId: 14549dd6-dbe7-481a-adf7-ba8745d68a88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190330 ms
Total Talk Time (AGENT): 71661 ms
Total Talk Time (CUSTOMER): 91138 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/14549dd6-dbe7-481a-adf7-ba8745d68a88_20250217T15:14_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, good, good, so good morning. Uh, my name is [PII] calling from Baptist Health. I'm calling for the eligibility please for a member.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEGATIVE] Oh no, I'm not benefits it's for eligibility.
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you with eligibility. What's your callback number just in case we're disconnected? No problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, let me see hold on OK, policy number is gonna be.
[CUSTOMER][NEUTRAL] 02581892
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] OK perfect let me just give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], OK, OK, perfect. So let me go ahead.
[CUSTOMER][NEUTRAL] Double check everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, and this is a scriber, is he a scriber, his, his wife for this one?
[AGENT][NEUTRAL] Um, one moment, let me get that, get back to that screen. One moment.
[CUSTOMER][POSITIVE] Thank you, sorry, um.
[AGENT][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And please verify her name.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yes, ma'am. She's a subscriber.
[CUSTOMER][POSITIVE] OK perfect for this one. OK, what is the, is there any group name?
[AGENT][NEUTRAL] Um, yes, the group name is.
[AGENT][NEUTRAL] Anatomy
[AGENT][NEUTRAL] And then the number 1212 LLC.
[CUSTOMER][NEUTRAL] And wait, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Anatomy, what was that next?
[AGENT][NEUTRAL] 1212.
[CUSTOMER][NEUTRAL] 1212, so 1212 so anatomy anatomy space 1212.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, LLC.
[CUSTOMER][NEUTRAL] OK, thank you, and then EB it's group number 26867.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII]?
[AGENT][NEUTRAL] Yes, ma'am. And my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, let me see, let me just double check.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect nope we're all set alright thank you have have a great one.
[AGENT][POSITIVE] OK, well, I, mhm, thank you again, [PII]. You do the same. Thank you for calling APL. mhm, bye.
[CUSTOMER][NEUTRAL] Bye.