AccountId: 011433970860
ContactId: 4abb11d0-ff56-4de8-a748-a1eefdbc509b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111739 ms
Total Talk Time (AGENT): 52547 ms
Total Talk Time (CUSTOMER): 42580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/4abb11d0-ff56-4de8-a748-a1eefdbc509b_20250116T20:15_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Baptist Health [PII]. We have a patient coming in to have a cardiovert VT done on the [PII]. I'm calling to verify if this is active and if it's secondary to Aetna.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, OK, I'd love to help you with that, Ms. [PII]. Do you have the policy number handy?
[CUSTOMER][NEUTRAL] It's 02449742.
[AGENT][POSITIVE] Thank you. And give me a moment to get that policy pulled up.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And Ms. [PII], while I'm getting that policy pulled up for you, do you mind if I also go ahead and snag a quick callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. That's a direct line.
[AGENT][NEUTRAL] I appreciate that. And would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect. I do see that right here. Um, [PII] is still active with us. His effective date is [PII], and we are his secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I take it it uh it follows the primary.
[AGENT][NEUTRAL] Uh, yes, we do.
[CUSTOMER][NEUTRAL] So if the primary says no off then you all don't do an off.
[AGENT][NEUTRAL] Yes, correct. We only pay if primary provides benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get a call reference?
[AGENT][NEUTRAL] Oh yeah, you betcha. It's gonna be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you take care and have a blessed day.
[AGENT][POSITIVE] Hey, you too. Thank you so much, Ms. [PII]. Take care.
[CUSTOMER][NEUTRAL] Alright bye bye