AccountId: 011433970860
ContactId: 345f8b18-11ee-4c8a-bdbd-8da4c6c66218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110959 ms
Total Talk Time (AGENT): 37035 ms
Total Talk Time (CUSTOMER): 75852 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/345f8b18-11ee-4c8a-bdbd-8da4c6c66218_20250519T12:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Orthopedic Care. I'm just calling in regards to a patient that has a secondary insurance of miscellaneous American Pub Life, and I just wanted to see if I could verify like the just eligibility of the patient, see if it was active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. What is the patient policy number?
[CUSTOMER][NEUTRAL] Um, so I have it here whenever you're ready I'll give it to you. The policy number is 01902208 M as in Mary, L as in Lacy and then 8 again. Take care, OK.
[AGENT][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Alright, thank you. And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] All right, so their first name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And the patient's date of birth is [PII]. Sorry, there was a lot of stuff going on in the background, so I can repeat anything you need.
[AGENT][NEUTRAL] No, no, you're totally fine. Um, so patient is active. Effective date is [PII], and we are the secondary, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Perfect, that's all good. Just wanted to confirm that because they had a past visit and I guess it wasn't like checked, so we just wanted to make sure that that wasn't just some random insurance policy allocated to their visit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no, absolutely. Gotcha. Not, not a problem. Anything else I can check on?
[CUSTOMER][POSITIVE] Uh, not currently, thank you so much. You've been a great help. I appreciate you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.