AccountId: 011433970860
ContactId: 91d41d5b-c2b4-4126-bd81-c9894dc82886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180300 ms
Total Talk Time (AGENT): 102041 ms
Total Talk Time (CUSTOMER): 44710 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/91d41d5b-c2b4-4126-bd81-c9894dc82886_20250213T21:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And [PII], what is a good callback number for you please? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] and I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Yes, ma'am. You're welcome. And [PII], what is a good callback number for you, please? Um, I mean, I'm sorry, you just gave, no, you, that's not what I meant to ask you, [PII]. I'm so sorry. I meant to ask you now for the member's policy number. I have your phone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK. 02342994 ML 7.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, one moment please. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show he is a subscriber on the supplemental policy and it is active and the effective date on this plan is [PII].
[CUSTOMER][POSITIVE] Perfect, that's all I needed to know [PII], is there a reference number for this call?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, [PII], you're actually gonna use my name in today's date as your call reference number, but just a couple of additional things, um, because this is a supplement to the primary insurance, when the claim is submitted with APO we will also have to receive a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check claim status for us and also to have access to our explanation of benefits and the website for that portal is secured. [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you so much you too take care.
[AGENT][POSITIVE] Yes ma'am. You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye