AccountId: 011433970860
ContactId: 9fa1afcd-cd46-4683-a484-294913091a41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111860 ms
Total Talk Time (AGENT): 50392 ms
Total Talk Time (CUSTOMER): 47392 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9fa1afcd-cd46-4683-a484-294913091a41_20250516T15:42_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]. My name is [PII] calling from Baptist Hospital in [PII]. And I wanted to, if possible, verify eligibility for a patient that has already been seen.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, they gave me 02549523.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, it is [PII] Infante, uh, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK. And usually, there's an ML 8 or 7 behind that policy number. Do I need to enter that?
[AGENT][NEUTRAL] You don't, um, that's really just to specify which kinds of benefits. The ML 7 is for inpatient, ML8 is for uh outpatient, but before the M, that is their policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is the, OK, got it. All righty. Thank you so much, [PII]. I appreciate your time.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.