AccountId: 011433970860
ContactId: 2bde89e2-e326-45fd-9862-a7dee323daec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147399 ms
Total Talk Time (AGENT): 70084 ms
Total Talk Time (CUSTOMER): 54985 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2bde89e2-e326-45fd-9862-a7dee323daec_20250604T13:07_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 [PII], this is [PII]. I'm calling from SSM Health, and I'm just calling to verify if a newborn has been added to mom's insurance.
[AGENT][NEUTRAL] OK, [PII], you're just needing to see if a dependent has been added on a policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 01869495
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is the insured's name and date of birth and then the child's name and date of birth?
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the baby is [PII] Heard. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that uh [PII] is on this policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][NEUTRAL] Well, you're very welcome and if you all are going to, are you all gonna be filing a claim with us, [PII] for her?
[CUSTOMER][NEUTRAL] Uh, I, I'm sure they are, but that's like another department that handles all that type of stuff. OK, alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the reason that I was just gonna, that I was asking that is because if they are, we will have to have a copy of the primary insurance company's explanation of benefits as well, since this is a supplement.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Absolutely. You're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.