AccountId: 011433970860
ContactId: 98f5c897-a636-40b2-9091-2c915c7a595d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167000 ms
Total Talk Time (AGENT): 84417 ms
Total Talk Time (CUSTOMER): 49670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/98f5c897-a636-40b2-9091-2c915c7a595d_20250210T20:24_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, [PII]. My name is [PII]. I'm calling for Baptist Outpatient Center. I would like to verify insurance.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], are you needing eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility mhm.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02409001 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, [PII], thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yeah
[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] Uh, first name is [PII], and the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK. OK, thank you.
[AGENT][NEUTRAL] So I do show that she is the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all do file a claim with APL we will also have to have a copy of the primary insurance company's explanation of benefits for review as well.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you should be able to check our claim status and have access to our EOB.
[AGENT][NEUTRAL] And our portal website is excuse me, is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, excellent. So can I have a reference number?
[AGENT][POSITIVE] Yes, ma'am, you will actually use my name along with today's date.
[CUSTOMER][NEUTRAL] Uh, first name is? I'm sorry?
[AGENT][NEUTRAL] Again, my first name is [PII]
[CUSTOMER][NEUTRAL] Mhm, and today's day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a great day, OK?
[AGENT][POSITIVE] Well, you, oh, I hope you do too, [PII], and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] No, bye bye.