AccountId: 011433970860
ContactId: 2a3e1ee7-55ee-4acb-abb0-2a2b167a0aaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127260 ms
Total Talk Time (AGENT): 64731 ms
Total Talk Time (CUSTOMER): 51182 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/2a3e1ee7-55ee-4acb-abb0-2a2b167a0aaa_20250110T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to check if this patient is active for [PII] for this month.
[AGENT][NEUTRAL] Sure I can help you with eligibility. May I have your first name please?
[CUSTOMER][POSITIVE] Yes, it's [PII] and yours.
[AGENT][NEUTRAL] Is it [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] No, yeah, [PII].
[AGENT][NEUTRAL] OK, my first name [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And [PII], can I have a call back number for you in case we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility or provider's office you're calling from?
[CUSTOMER][NEUTRAL] Yes, I'm calling on behalf of Baptist Health Medical Group.
[AGENT][NEUTRAL] Thank you, and do you have the member's policy certificate or ID number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, I have it here. It's 02336042 ML8.
[AGENT][NEUTRAL] Thank you [PII]. Just one moment. Did you need to obtain any benefit information today or just needing eligibility?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Just eligibility please that'd be great thank you.
[AGENT][NEUTRAL] Certainly, can you please verify the patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just to let you know it's a verification of coverage only and not a guarantee of payment. I do show the patient is uh active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy is a supplemental, uh, secondary policy, so we would require a primary insurance EOB with any claim.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Yes. Thank you so much, [PII]. No, that'll be all. Thank you. OK. Appreciate it.
[AGENT][NEUTRAL] Did you have any other questions, [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great rest of your day and a great weekend.
[CUSTOMER][NEUTRAL] You too.