AccountId: 011433970860
ContactId: a8b55c2d-c8ea-456a-969f-882252ce1b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219539 ms
Total Talk Time (AGENT): 109952 ms
Total Talk Time (CUSTOMER): 59963 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a8b55c2d-c8ea-456a-969f-882252ce1b7f_20250620T12:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling from Baptist Diagnostics. How may I may try regards of a mutual patient just to um.
[CUSTOMER][NEUTRAL] Um, confirm, verify her eligibility.
[AGENT][NEUTRAL] OK, so you're needing to just confirm eligibility and not benefits on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that and I'm so sorry, but at the beginning of the call, I couldn't, there was, I couldn't understand what you said your name was. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, [PII], thank you. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat it?
[AGENT][NEUTRAL] What is the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is 0260.
[CUSTOMER][NEUTRAL] 8258.
[AGENT][NEUTRAL] OK, thank you, [PII] one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again [PII], are you needing eligibility or just benefits or both?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Both, she's here to do an exam and we just wanna confirm that it's active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Yes. The first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So, yes, ma'am [PII], I do show she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now if you will be filing a claim with a to APO for her on this policy, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal in which you should be able to check our claim status in and the portal website is located that's secured.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's active. Can I have a reference um number?
[AGENT][NEUTRAL] Yes, you can use my name that I gave, uh-huh, along with today's date.
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] Repell me your name again please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] and [PII]. All right, thank you so much, [PII]. Have a good day, OK?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[AGENT][POSITIVE] Yes ma'am. OK, well, uh, well, you're welcome, [PII], so that's all I can help you with. I hope you have a nice day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Bye bye have a good day.
[AGENT][NEUTRAL] Bye.