AccountId: 011433970860
ContactId: 815c0914-42e7-494a-ae89-01e838d577a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164020 ms
Total Talk Time (AGENT): 52443 ms
Total Talk Time (CUSTOMER): 85929 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/815c0914-42e7-494a-ae89-01e838d577a1_20250603T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, I'm calling, I'm calling from Baptist Health. I'm, I'm a provider and I just wanna verify, um, members eligibility.
[AGENT][NEUTRAL] Yeah, I can help you with eligibility. uh, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the name is [PII].
[CUSTOMER][NEUTRAL] And the call back number is going to be.
[CUSTOMER][NEUTRAL] I get that for you [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, I do. The number is 01854359ML8.
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] It looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then uh for the benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it for outpatient or?
[CUSTOMER][NEUTRAL] Yeah, they're in the ER.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm sorry um where.
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy. Let me get those pulled up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but it's yeah it's before you leave.
[CUSTOMER][NEUTRAL] It's gonna be to the left of the next door.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Uh, so it looks like for benefits there is 1500 per covered person per calendar year payable. This is a secondary policy that
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] 1100.
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] 0, 1500 for coverage.
[AGENT][NEUTRAL] Yes, and that's, it'll pay after primary insurance processes the claim. Anything that's left over, it will pay up to 1500.
[CUSTOMER][NEUTRAL] OK, OK, perfect then I think that should be it so the plan is active right and then can I get the um the reference number for the call you have one?
[AGENT][NEUTRAL] A reference, yes, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] So stuff
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] and then today's date OK perfect thank you so much.
[AGENT][POSITIVE] Hey thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too take care.