AccountId: 011433970860
ContactId: 87ea6ffe-cddd-4632-ba7e-920469fef662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96360 ms
Total Talk Time (AGENT): 42178 ms
Total Talk Time (CUSTOMER): 51709 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/87ea6ffe-cddd-4632-ba7e-920469fef662_20250401T22:06_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Is American Pub on web TPA?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Baptist Hospital in [PII]. I was just calling to verify the um eligibility of a patient's insurance plan, well, the uh gap plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, yeah, I can check eligibility for you.
[AGENT][NEUTRAL] Yeah, um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it is going to be, bear with me just a second because we get new phones every day.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, my phone number is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then do you have that policy number?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 501733.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the first, I'm sorry, and then the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome awesome love that was really all the information that I needed care. I do appreciate your help today.
[AGENT][POSITIVE] OK, of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too love bye bye.
[AGENT][POSITIVE] Thank you