AccountId: 011433970860
ContactId: 597c42b0-347b-4e8b-8a14-1637cb225390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224630 ms
Total Talk Time (AGENT): 67048 ms
Total Talk Time (CUSTOMER): 83912 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/597c42b0-347b-4e8b-8a14-1637cb225390_20250210T18:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I'm with the, the provider team over at Baptist Health South Florida, and I'm calling on behalf of my patient who has American Public Life, and we're just calling to verify her insurance.
[AGENT][NEUTRAL] OK, sure. I can assist you with um eligibility. And um how do you spell your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 1246 595.
[CUSTOMER][NEUTRAL] And the letter L or letter M and then L and then the number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] And then on that side there's uh.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Date of birth [PII] and do you want me to start with the first name or last name?
[AGENT][NEUTRAL] Either or.
[CUSTOMER][NEUTRAL] Uh [PII] for the first name, [PII]
[CUSTOMER][NEUTRAL] And for the last name, uh it's a long one, [PII]
[AGENT][NEUTRAL] OK, thank you. All right. And let me see if I have a new policy. Bear with me just a second, and this one is terminated. One moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, I did find a new policy for this member, um,
[AGENT][NEUTRAL] Mhm. If, um, do you need the new policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the new policy number is 0255.
[AGENT][NEUTRAL] 6446.
[AGENT][NEUTRAL] The effective date
[CUSTOMER][NEUTRAL] No letters at the end?
[AGENT][NEUTRAL] No, we don't need the letters.
[CUSTOMER][NEUTRAL] OK, got you, just to verify 02556446?
[AGENT][NEUTRAL] Mhm. Correct, yes. And the effective date of the policy is [PII].
[AGENT][NEUTRAL] And it is active at the moment as a secondary policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much so.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's everything we need.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you.