AccountId: 011433970860
ContactId: 2c6044cb-e401-4833-b88b-0f90980cdd14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238860 ms
Total Talk Time (AGENT): 98106 ms
Total Talk Time (CUSTOMER): 99673 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2c6044cb-e401-4833-b88b-0f90980cdd14_20250616T21:01_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]. I'm calling from Baptist Hospital in [PII], wanting if possible, to verify eligibility. Let me see if I can get it out.
[CUSTOMER][NEUTRAL] Um, it's, it's been a long day. Um, eligibility, uh, yeah, it's Monday and it's [PII] here, so.
[AGENT][NEUTRAL] It's Monday
[CUSTOMER][NEUTRAL] Oh, I'm almost almost done. Um, I wanted to verify eligibility. The, the patient has already been seen, and the group name and group number if possible.
[AGENT][NEUTRAL] OK, I can help you with all of that. Um, do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, it is 01659654 ML 8.
[AGENT][NEUTRAL] OK, give me just a moment to look it up.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, the policy number you gave me had an effective date of [PII]. That policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see if he has any other policies with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he does.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Would you like the new policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] OK, it's uh 02502666.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02502666. Does it have that LL8 behind it?
[AGENT][NEUTRAL] Um, it is still a medlink policy, but we, when we look it up, we don't look it up by that num by the letters, we just look it up by the numbers.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] But it is still a medlink policy. It is still the secondary gap, um, and that policy became effective on.
[CUSTOMER][NEUTRAL] Gotcha, gotcha, gotcha. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a group name or group number to the policy?
[AGENT][NEUTRAL] Let me, let me see here, uh, the group number is 15493.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, city of, oh my gosh.
[AGENT][NEUTRAL] Hi [PII]?
[CUSTOMER][NEUTRAL] I have um let me see because I usually have.
[AGENT][NEUTRAL] H
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see it. OK. OK. OK, just wanna confirm. All right, perfect. And I have the new number. All [PII]. Is there a reference number for the call?
[AGENT][NEUTRAL] And did you want
[AGENT][NEUTRAL] Oh, we don't have reference numbers, um, but you can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And today's date. OK. And I'm sorry, you were gonna say something before I interrupted.
[AGENT][NEUTRAL] I was just gonna say if there's anything else that you needed.
[CUSTOMER][NEUTRAL] Oh, no, that's it.
[AGENT][POSITIVE] Alright well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Oh, same to you. Thank you so much. I appreciate it.
[AGENT][POSITIVE] All right have a great day bye.
[CUSTOMER][NEUTRAL] Alright bye bye.