AccountId: 011433970860
ContactId: 61cd1fc2-72e4-445b-9d00-0b395c733e43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306359 ms
Total Talk Time (AGENT): 83337 ms
Total Talk Time (CUSTOMER): 94388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/61cd1fc2-72e4-445b-9d00-0b395c733e43_20250411T17:36_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] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient. I needed to um check on the benefits and eligibility for a member, please.
[AGENT][NEUTRAL] OK. And [PII], um,
[AGENT][NEUTRAL] Who, what is the name of the insured?
[CUSTOMER][NEUTRAL] It's American Pub Life.
[AGENT][NEUTRAL] No, the insured.
[AGENT][NEUTRAL] That you're calling about.
[CUSTOMER][NEUTRAL] Oh, the name of the member?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I can provide you the policy number.
[AGENT][POSITIVE] That would be wonderful.
[CUSTOMER][NEUTRAL] It's 0212.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 5 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, just one moment, let me get that pulled up. So you're just needing to know um the status of their coverage?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and what are their outpatient benefits?
[AGENT][NEUTRAL] And what was the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not pulling anything up, and you gave me 0212895.
[CUSTOMER][NEUTRAL] M as in mother, L as in Lima, 8.
[AGENT][NEUTRAL] OK, that policy number, are you sure that you're not missing a number on that? 0212895.
[CUSTOMER][NEUTRAL] It has both characters.
[CUSTOMER][NEUTRAL] Let me check
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Let me look at the
[CUSTOMER][NEUTRAL] The actual insurance card. Let me see if I have it scanned in the system.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] [PII] here it is.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] I have outpatient benefit certification number, 02512895ML8.
[AGENT][NEUTRAL] OK. Go ahead and give me that number again cause that's different than what you just read off to me a little bit ago.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, yeah, the numbers are very small.
[CUSTOMER][NEUTRAL] Alright, 02512895 ML 8. So M as in mother, L as in Lima.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Effective date [PII], I have here on the card.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, she works for the dance company.
[CUSTOMER][NEUTRAL] Nearby.
[CUSTOMER][NEUTRAL] I have a payer ID number too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All [PII]. Let me get you over to our claims department. They'll be able to help you out. Um, what's the date of service on this?
[CUSTOMER][NEUTRAL] Um, [PII] of next week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment, let me get you over there. Is there anything else I can do for you, [PII], while I have you on the phone?
[CUSTOMER][NEUTRAL] No, I just need to get the benefits so I can call the patient.
[AGENT][NEUTRAL] OK, yeah, let me get you over there just one moment please.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I'm transferring [PII] at a provider's office.
[AGENT][NEUTRAL] She needs to verify coverage for
[AGENT][NEUTRAL] Uh, let me get the insured's name up.
[AGENT][NEUTRAL] It's gonna be for [PII].
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Do you have a policy number?
[AGENT][NEUTRAL] I do.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] It's 02512.
[AGENT][NEUTRAL] 895.
[CUSTOMER][POSITIVE] OK, thank you so much I'm ready.
[AGENT][POSITIVE] All right, thank you.