AccountId: 011433970860
ContactId: 7c1a7311-ef7a-42b8-bab8-207e89432120
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161789 ms
Total Talk Time (AGENT): 86298 ms
Total Talk Time (CUSTOMER): 60307 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/7c1a7311-ef7a-42b8-bab8-207e89432120_20250506T13:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I need to verify eligibility for one of our patients please.
[AGENT][POSITIVE] Yes, ma'am. I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Baptist Health in [PII]. Um, the medical ID number is [PII].
[AGENT][NEUTRAL] Alright, [PII], that is not our policy number. Um, ours should be a certificate number. It's like an eight digit number, should start with 0102, but.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's the certificate number that I'm needing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's try 02582801.
[AGENT][NEUTRAL] That sounds more like it, [PII]. OK, thank you for that. And while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for all that information. Now, [PII], what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like [PII] is the insured on this hospital indemnity plan. I do show the original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you, you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just looking for primary care office visit. Does he have a copay?
[AGENT][NEUTRAL] OK, let me pull up her benefit for that.
[AGENT][NEUTRAL] OK. It looks like under this hospital indemnity plan, she does not have any type of office visit benefit here at all.
[CUSTOMER][NEUTRAL] Not at all. OK, so he'd be considered a self pay.
[AGENT][POSITIVE] Yes, ma'am. Is that all that I can help you with today?
[CUSTOMER][POSITIVE] Alright, that's what I needed to find out.
[CUSTOMER][NEUTRAL] Yes ma'am, um, can I get a reference number for this call today?
[AGENT][NEUTRAL] Well, we don't give reference numbers, [PII], but you can use my name today's date and my name is [PII] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate that you have a great day.
[AGENT][POSITIVE] You as well my son. Thanks so much for calling APU. Bye-bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] You're welcome bye bye.