AccountId: 011433970860
ContactId: 2450596b-3e89-4674-aec9-3e9c00d043d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183479 ms
Total Talk Time (AGENT): 92237 ms
Total Talk Time (CUSTOMER): 48799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/2450596b-3e89-4674-aec9-3e9c00d043d5_20250508T20:17_UTC.wav
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[AGENT][NEUTRAL] And 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 Hospital in [PII]. I'm trying to check eligibility for a patient that came in through our ER.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, you're needing to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And did you say that your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. I thought that's what you said, but I just wanted to double verify. OK, so [PII], what is, um, a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII] direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] I have 02582139 M as in Mike L as in Larry number 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Sure. Her name is [PII] Last name, I think is [PII] [PII], born [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so we have her as [PII] on her insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so one moment.
[CUSTOMER][NEUTRAL] Oh so it's OK.
[AGENT][NEUTRAL] OK, so she is the subscriber on this supplemental policy and it is active [PII] with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And because this is a supplement to her primary insurance when the claim is filed with APL, if there's a way that you can make a note, we will have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal in which you should be able to check the claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that website is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you so much. I really appreciate it.
[AGENT][POSITIVE] Oh, well, you're very welcome. Is there anything else that I can help you with this afternoon?
[CUSTOMER][POSITIVE] No, you've been most helpful. You have a lovely evening and stay safe.
[AGENT][POSITIVE] Oh, well, thank you, [PII]. I have the same things for you as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK