AccountId: 011433970860
ContactId: 627f3f5e-5667-4409-8b62-ee7723f7605b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183830 ms
Total Talk Time (AGENT): 81959 ms
Total Talk Time (CUSTOMER): 92322 ms
Interruptions: 4
Overall Sentiment: AGENT=2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/627f3f5e-5667-4409-8b62-ee7723f7605b_20250319T16:24_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm calling to verify insurance for a patient that's at our urgent care. My name is [PII], and I'm calling from Baptist Urgent Care.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You, it would be my pleasure to assist you with those benefits. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It's, uh, I'll tell you right now, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 01944015.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Now [PII], the policy number that you gave me is actually an old policy that termed in [PII]. Now [PII] does have an active policy under another policy number. Can I give you her current policy information?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Yes, ma'am. As of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Her active policy number is 255.
[CUSTOMER][NEUTRAL] Her active policy number is 255.
[AGENT][NEUTRAL] 647 5.
[CUSTOMER][NEUTRAL] 6475.
[CUSTOMER][NEUTRAL] So it's 2556475.
[AGENT][NEUTRAL] That's correct. Active as of [PII].
[CUSTOMER][NEUTRAL] That's correct, active as of [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect.
[AGENT][NEUTRAL] Yes, you might need a new card.
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] And she.
[CUSTOMER][NEUTRAL] It seems that way, right?
[AGENT][NEUTRAL] Yeah, you would think, yeah. And this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Verify yeah.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I'm just making a notation here. It's, uh, uh, verify with [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do you spell your, your name? Is it [PII]?
[AGENT][NEUTRAL] It's actually [PII].
[CUSTOMER][NEUTRAL] Oh, like [PII], I have a friend of mine her name was like that.
[CUSTOMER][NEUTRAL] Uh, let's see, um.
[CUSTOMER][NEUTRAL] Uh, let's see, [PII], and then, uh, today's date, right? Um, today is.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] [PII], perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And of course, when you submit the claim, we will need that primary EOB with the claim.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure to assist you today, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.