AccountId: 011433970860
ContactId: 2aca7527-ca32-4fb3-b0df-17fb92109eb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160690 ms
Total Talk Time (AGENT): 79960 ms
Total Talk Time (CUSTOMER): 26347 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/2aca7527-ca32-4fb3-b0df-17fb92109eb6_20250508T12:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] calling from Baptist Hospital, calling just to confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you only need to get eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] 02611434
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And any information provided, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], so I do show that he is the spouse of the subscriber on the supplemental policy and yes ma'am, it is active. What's an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for this member, when the claim is submitted to us, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a website in which you all should be able to check his claim status and the website for that is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] Well, you're very welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I appreciate it.
[AGENT][POSITIVE] Well, you're certainly welcome and thank you again for calling APL. I hope that you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.