AccountId: 011433970860
ContactId: 2954ab39-259a-464a-9095-0b0289582b33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158979 ms
Total Talk Time (AGENT): 35393 ms
Total Talk Time (CUSTOMER): 96441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2954ab39-259a-464a-9095-0b0289582b33_20250519T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Baptist Health on a recorded line. Um, we have a mutual patient and I just need to do a little bit of uh verification, um.
[CUSTOMER][NEUTRAL] On, um, on her benefits, um, because I have two listed here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me, and I see this is a limited benefit plan, but it looks like the patient also has Blue Cross Blue Shield Blue options when I verified those benefits where it has the coordination of benefits and it shows like typically if there's another coverage, um, that is blank with Blue Cross so I wanted to reach out to you guys and verify eligibility and benefits, um, and coordination of benefits to find out if y'all are primary or secondary.
[AGENT][NEUTRAL] OK. Do you have the uh good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's gonna be 01935501 Mary Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like I've got the policy active and effective [PII]. And then let's see, we are secondary. This is a gap policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I show Florida Blue is the primary.
[CUSTOMER][NEUTRAL] Perfect that's um that's what I figured and I went ahead and adjusted it in the system, but I just wanted to confirm with the representative just to make sure that I wasn't mistaken but I did look at that and I saw that it was like a limited benefit so I kind of figured that that was probably and it also did say on there was supplemental and I know usually that means secondary um so I did just wanna verify with you just to be sure I wasn't.
[CUSTOMER][NEUTRAL] Unanimously or you know erroneously going around and making these decisions.
[AGENT][NEUTRAL] Sure, sure. Do you need the benefits on the policy?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, not since it's secondary, no, um, to, and is there a reference number or anything I can get for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's my name is [PII]. [PII] name is [PII], and today's date. And then anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No that was it thank you so much.
[AGENT][POSITIVE] Thanks for calling [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.