AccountId: 011433970860
ContactId: 59dff09e-b54f-4063-8a65-886ecaf6c9df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317579 ms
Total Talk Time (AGENT): 130322 ms
Total Talk Time (CUSTOMER): 74327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/59dff09e-b54f-4063-8a65-886ecaf6c9df_20250127T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon. My name is [PII] calling from Baptist Hospital in [PII]. Wanting to verify possible eligibility for two patients that have already been seen.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK [PII], so you're just needing eligibility and not benefit information, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes ma'am, I can help you and first off, [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you and [PII] you will use my name along with today's date as your call reference number for each. Also mhm and also any information that I provide for you will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So what is your first patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 01659400 ML 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Um, this one is Ms. [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And on this policy, [PII], this is uh we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then are you already familiar with our portal?
[AGENT][NEUTRAL] To check our claim status once the claims have been processed by APL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, and, and do you need anything else on this number before I finish my note?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, nothing else needed.
[AGENT][NEUTRAL] OK, all right. So just one moment please.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what is your next patient's policy number?
[CUSTOMER][NEUTRAL] OK, the next patient is 018325.
[CUSTOMER][NEUTRAL] 20 ML 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and your patient's name and date of birth on this policy?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] So I do show he is a dependent on the supplemental policy and it is also active with an effective date [PII] and this is another one that we will have to have a copy of the primary insurance explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Alrighty, one question on this one is my name is [PII], um.
[AGENT][NEUTRAL] I'm so sorry your voice was breaking up, [PII]. I don't know what happened, but say that again.
[CUSTOMER][NEUTRAL] OK, sorry, um, one question on this one if I may, um, for the, for the group name on this one, is it Swire Properties?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That is correct. S S W I R E Properties Incorporated.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's what I needed.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Same to you. Thank you, Ms. [PII]. I appreciate it.
[AGENT][POSITIVE] Yes, you're certainly very welcome, [PII].
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] All right, bye-bye.