AccountId: 011433970860
ContactId: 84291b20-7492-4352-b5b8-6737f0eb9259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121260 ms
Total Talk Time (AGENT): 59121 ms
Total Talk Time (CUSTOMER): 47418 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/84291b20-7492-4352-b5b8-6737f0eb9259_20250313T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Baptist Health Cardiology Group. I'm calling to verify a patient's, um, benefits to find out if their insurance will cover the copay for their primary insurance.
[AGENT][NEUTRAL] Sure, I can take a look at those benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 0258.
[CUSTOMER][NEUTRAL] 1434 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Is that funny.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that. uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And did you say this was for an office visit? I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, of course I will let you know verification of coverage is not a guarantee of payment for claims. So under this policy, office visits are not covered, however, treatment received in office is.
[CUSTOMER][POSITIVE] Got it. All right. Thank you. So, I'm sorry, your name again?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.