AccountId: 011433970860
ContactId: 3a5a8272-4cca-4dd2-8cbd-6cd3b753fb15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178979 ms
Total Talk Time (AGENT): 67543 ms
Total Talk Time (CUSTOMER): 89658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3a5a8272-4cca-4dd2-8cbd-6cd3b753fb15_20250121T14:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII] calling from Baptist Health here in [PII]. I'm calling for the eligibility, please. This is for the members gap uh medical plan.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, it's, I'm sorry, just eligibility.
[AGENT][NEUTRAL] OK, I can assist you. Um, well, first, let me get a good callback number in case we're disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02435255 ML 8
[CUSTOMER][NEUTRAL] And his date of service was [PII].
[AGENT][NEUTRAL] OK. Well, first, um, please verify his name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, his last name is [PII] and his other last name is [PII]. He's born on [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And could I get the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] OK, OK, 12 the data service is 12-9-2024. Um, I don't have any charges. I don't know. I'm not billing. I just verify the eligibility.
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active, so the member was um active on the date of service.
[CUSTOMER][NEUTRAL] OK, perfect. OK, let me, perfect. OK. So his, his group name is Cintiron, a restaurant group, right?
[AGENT][POSITIVE] Let's see. Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] Yes, the group number is 21471.
[CUSTOMER][POSITIVE] Thank you. OK, and he's a subscriber.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, he is the subscriber.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, we have your claim address is PO Box 248,950. OK, we have that all set.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And it's E V I E?
[AGENT][NEUTRAL] E V I E and my last initial is [PII] and my name in today's date will be the reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][POSITIVE] Um, let me just make sure I got everything.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I think we should, I think we should be all set. Thank you so much for everything.
[AGENT][NEUTRAL] OK. You're welcome, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Alright, thank you.