AccountId: 011433970860
ContactId: 3c31ae74-940c-4cc1-9444-f68ffc96c7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251339 ms
Total Talk Time (AGENT): 109487 ms
Total Talk Time (CUSTOMER): 86321 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3c31ae74-940c-4cc1-9444-f68ffc96c7f1_20250512T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Baptist Health Lexington. I'm looking just to verify um that a patient has active coverage.
[AGENT][NEUTRAL] Oh OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure it's gonna be [PII]. That's my contact number. The policy number that I'm looking for is D as in Delta 43223535.
[AGENT][NEUTRAL] OK. And do you have a copy of the member's ID card available?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] On the card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Uh, let's see, multi plan.
[CUSTOMER][NEUTRAL] No, I'm not seeing that pharmacy.
[AGENT][NEUTRAL] OK, so basically that the number is for 90 degree benefits, but we can't use their number. Um, did you call the [PII] number or [PII]?
[CUSTOMER][NEUTRAL] [PII] that's what it says for medical benefit verification and customer service it says to call that number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it sounds like I can still check our system to see if there's a member here, but you were redirected to APL. Our phone number is [PII], but there's like a prompt on there, no matter what you press, it'll send you to us. So you got redirected, but I can check and see if someone's here if you want.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, I, I would love for that. I would appreciate that very much. I'm so sorry.
[AGENT][NEUTRAL] OK. No, it's OK. Um, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Um, a member's first name is [PII], last name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, so I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] Not a problem at all. I appreciate your assistance.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Does he have a middle initial?
[CUSTOMER][NEUTRAL] Um, not showing on the account. Let me pull up.
[AGENT][NEUTRAL] Let me try one and see if I can get the date of birth.
[CUSTOMER][NEUTRAL] His identification uh let me see what they.
[CUSTOMER][NEUTRAL] So I have a middle name of [PII].
[AGENT][NEUTRAL] Oh, this might be him.
[CUSTOMER][NEUTRAL] On his ID on his identification.
[AGENT][NEUTRAL] Hold on, let me get the birthday just in case.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Oh no, this is him. OK, so we have, well, thank you for verifying. So [PII] has an accident policy, a critical illness policy, a life policy, and a dental policy with us. Which one were you calling in reference to?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I am looking for a medical. He came in and got some labs done, so I'm just confirming that he has, um, he's eligible.
[CUSTOMER][NEUTRAL] Through his insurance for labs.
[AGENT][NEUTRAL] OK, so of the policies that we have here, they all became effective on [PII], but to get for sure for medical, you'll have to call that [PII], but press number 1.
[CUSTOMER][NEUTRAL] [PII] and then press number 1.
[AGENT][NEUTRAL] Yeah, I don't know the um the last 4 because it's
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] I, I'm not familiar with the company, but if you press one, it'll go to their customer service and then they'll be able to help you.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Not at all, and I thank you very much for your time and assistance.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Goodbye.