AccountId: 011433970860
ContactId: 28647ed6-64c6-46b5-9492-8641999d00e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135990 ms
Total Talk Time (AGENT): 66912 ms
Total Talk Time (CUSTOMER): 58701 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/28647ed6-64c6-46b5-9492-8641999d00e2_20250306T15:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I was wondering if I can verify a patient's um eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with that is [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is going to be [PII].
[AGENT][NEUTRAL] Mm thank you. And Miss [PII], where are you calling from? What's the name of the facility or provider?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Baptist Hospital. Um, do you need an, uh, NPI number?
[AGENT][NEUTRAL] No, it's OK. I just need the name so I can notate. May I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, policy number would be 233.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, give me one second, I'm pressing the wrong button. OK, so 233-6093.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it would be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] Perfect thank you and then for the urgent care there would be no co-pay, correct?
[CUSTOMER][NEUTRAL] Because it would pick up the copay for his primary.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh, for the urgent care, yes, we do cover urgent care, co-payment, co-insurance or deductible. Now this is not a guarantee of payment, just a verification of coverage, but yes, it is part of his benefits.
[CUSTOMER][POSITIVE] Perfect, thank you. And then I'm sorry, may I have your name and a reference number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][POSITIVE] So, yes, perfect.
[CUSTOMER][POSITIVE] Perfect thank you and then what would be the reference numbers for today, [PII]?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state.
[CUSTOMER][POSITIVE] Perfect all right thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][POSITIVE] I hope you have a wonderful day.
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you for calling ATL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.