AccountId: 011433970860
ContactId: 25d48e61-ad9b-4dc2-9d38-f313d99918a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199600 ms
Total Talk Time (AGENT): 101385 ms
Total Talk Time (CUSTOMER): 52164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/25d48e61-ad9b-4dc2-9d38-f313d99918a8_20250312T17:32_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of Baptist Health on a recorded line, and I am calling to see if you can assist me with the policy.
[AGENT][NEUTRAL] OK, [PII], when you say assist you with the policy, are you needing eligibility or benefits or claim status?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling to see what type of policy it is. Do you, is this a reimbursement plan to the.
[CUSTOMER][NEUTRAL] Beneficiary or is it a plan that we could submit claim like the actual hospital would submit claim forms too?
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] 01947627ML8
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you need the patient's information?
[AGENT][NEUTRAL] OK, so I will, yes ma'am, just a moment, and any information that I do provide for you, [PII] would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, this is a supplemental policy to her primary insurance?
[AGENT][NEUTRAL] And it is active.
[AGENT][NEUTRAL] With an effective date of [PII].
[AGENT][NEUTRAL] And yes ma'am, the provider may file the claim for her, and because it is a supplemental policy, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] Along with the claim.
[CUSTOMER][NEUTRAL] Thank you and what's your mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you, is there a reference number?
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, you would use my name along with today's date, and once we have processed the claim, [PII] here at APL, we also have a portal in which you should be able to check claim status, and our portal website is secured. Amublic.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you're certainly welcome. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that should do it. Thank you, [PII].
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. Yes, ma'am. You're welcome.
[CUSTOMER][POSITIVE] You're welcome bye bye.