AccountId: 011433970860
ContactId: 415c5adf-3130-47e0-b0e6-3a563ed0b86f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239240 ms
Total Talk Time (AGENT): 110060 ms
Total Talk Time (CUSTOMER): 79257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/415c5adf-3130-47e0-b0e6-3a563ed0b86f_20250425T20:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Baptist Hospital just to verify that my patient's insurance is still active.
[AGENT][NEUTRAL] OK, so you're just needing to verify eligibility for member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Callback number, sorry, one second, let me grab that for you right now.
[AGENT][NEUTRAL] Yeah, you're fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, it's going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Patient's policy number, sorry, I'm getting that for you right now it's gonna be 02.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] 17.
[CUSTOMER][NEUTRAL] 544 M.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] OK, thank you. Now, wait just one second, [PII]. I think I missed a number. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Give me that number one more time, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 021-75445 M as in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And any information [PII] that I did provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] We landed on you
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], so I do show that he is covered on this supplemental policy, and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if there is a way that you could make a note, [PII], that all because it is a supplemental policy to his primary insurance, when the claim is submitted to AP for review, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you all should be able to check our claim status in.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect and what's your name?
[AGENT][NEUTRAL] Again, my name is [PII], and if you need a call reference number, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Well, you're welcome, [PII]. It was my pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was all thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye bye.