AccountId: 011433970860
ContactId: 277aca17-8b6d-461c-8bbf-023f96a5ea34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115360 ms
Total Talk Time (AGENT): 63840 ms
Total Talk Time (CUSTOMER): 33510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/277aca17-8b6d-461c-8bbf-023f96a5ea34_20250519T18:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] OK, so, I will be glad to help you. Go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] Uh, let's see, 02267963.
[AGENT][NEUTRAL] OK, so thank you for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so thank you for all that information. Now, your patient's name and date of birth today please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you so for all that information. Looks like [PII] is the insured on this medical supplemental plan. I do show the original effective date is [PII]. He is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want, uh, some type of benefits, correct?
[CUSTOMER][NEUTRAL] I just needed the eligibility. I also need to get the group name and group number.
[AGENT][NEUTRAL] Oh let's see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Alright, group, uh, name is RCG initials.
[AGENT][NEUTRAL] Group number is 24153.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, great. That's all I needed. Thank you so much for your help.
[AGENT][POSITIVE] OK. Well, yes, ma'am. So if that's all I can help you with, thanks so much for calling APO and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.