AccountId: 011433970860
ContactId: 921794b1-11b3-4caa-b287-4f0062335c85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125930 ms
Total Talk Time (AGENT): 59659 ms
Total Talk Time (CUSTOMER): 29377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/921794b1-11b3-4caa-b287-4f0062335c85_20250527T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] Great, so I'm happy to check on eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] 1227524.
[AGENT][NEUTRAL] All right, let me pull that up.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so patient does have an active plan with us. It is a different policy number. Do you need that?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. The active policy is gonna be 02568989.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on here is 10-1-24. We are the secondary insurance, so this is gonna cover deductible, co-pay and co-insurance at the primary does not.
[CUSTOMER][NEUTRAL] OK, and he is the subscriber correct?
[AGENT][NEUTRAL] Uh, yes, I believe so. Let me double check that for you. One moment.
[AGENT][NEUTRAL] Uh, yes, he is, uh huh.
[CUSTOMER][NEUTRAL] And what is the group name and group number?
[AGENT][NEUTRAL] Let's see her name.
[AGENT][NEUTRAL] Group name is [PII].
[AGENT][NEUTRAL] Enterprises.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group number is 15371.
[CUSTOMER][POSITIVE] OK, great, that's all I needed thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye bye.
[AGENT][NEUTRAL] Bye bye.