AccountId: 011433970860
ContactId: 9bb915fc-51ad-4c78-b97b-7eeea47cec78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184500 ms
Total Talk Time (AGENT): 96036 ms
Total Talk Time (CUSTOMER): 42018 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9bb915fc-51ad-4c78-b97b-7eeea47cec78_20250514T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, you're only needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII] with Baptist Health.
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 01935501
[CUSTOMER][NEUTRAL] And then there's M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And any information that is provided for you today, [PII] 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]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if there's a way that you can make a note that because it is a supplemental policy to her primary insurance, when the claim is submitted to APL for review, we must also receive a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you all should be able to check claim status in and the website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You said [PII].
[AGENT][NEUTRAL] [PII] it S [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that was all. uh, can I get a reference number?
[AGENT][POSITIVE] OK, well then, thank you for.
[AGENT][POSITIVE] Yes, ma'am. You would use my name I gave you along with today's date.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] OK, well, you're very welcome, [PII]. Yes ma'am, you too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye