AccountId: 011433970860
ContactId: 58c625cd-97c7-402d-8136-17c501cb88d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222750 ms
Total Talk Time (AGENT): 84694 ms
Total Talk Time (CUSTOMER): 95145 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/58c625cd-97c7-402d-8136-17c501cb88d9_20250205T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm currently calling from Baptist Hospital. I'm currently trying to verify an insurance that we have here as a secondary for a, uh, patient that was here a couple of days ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we just need to verify eligibility.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can check that for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, let me get that phone number you for right now. The phone number is [PII] [PII].
[AGENT][NEUTRAL] Got it. Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I apologize, what was that?
[AGENT][NEUTRAL] Sorry, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 025.
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] 057 M as in Miami, L as in Lake, 8.
[AGENT][NEUTRAL] Alright, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] For the insured is under [PII]
[AGENT][NEUTRAL] OK, that is not the name that I got with this uh policy number. Um, I'm gonna read the policy number back to you, [PII] to make sure I heard that correctly. That was um 02571057.
[AGENT][NEUTRAL] Before the MLA
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, what was the date of birth for the member?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, no, that is not who I've got um as this number. It's not a family, it's just a single individual.
[CUSTOMER][NEUTRAL] OK, so then it might.
[CUSTOMER][NEUTRAL] Be the wrong information from the patient. So, um, if anything, we'll call the patient, verify the information, and we'll give a call back.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, um, if you want to, if you have it, [PII], I can, um, search using their social if you have their social.
[CUSTOMER][NEUTRAL] Uh, let me take a double check right now. Let me see if I have the social.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, I do not have their social.
[AGENT][NEUTRAL] OK, OK, um, I can also try to check uh their first and last name if you wouldn't mind spelling that out for me again.
[CUSTOMER][POSITIVE] And no problem. First name is [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[AGENT][NEUTRAL] OK, just to clarify again, that was [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now I don't see anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Alright, so let me speak with the patient. Let me see if I'm able to get in contact with them, then we'll verify that information, but if anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, sorry I wasn't market day to help.
[CUSTOMER][NEUTRAL] That's not a, that's not a problem. Typically it's just patient playing the wrong information and but I'll give him a call by that.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] All right sounds good. I hope you have a great rest of your day thank you.
[CUSTOMER][POSITIVE] Thank you, have a good one.
[AGENT][NEUTRAL] You too bye bye.