AccountId: 011433970860
ContactId: a8b86016-1740-4ac2-9bed-8c59a132e684
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169990 ms
Total Talk Time (AGENT): 71231 ms
Total Talk Time (CUSTOMER): 76352 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a8b86016-1740-4ac2-9bed-8c59a132e684_20250325T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, so, um, my name is [PII] and I'm calling to get benefits of eligibility and a member.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have the callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] You said the facility is on Baptist Health, sorry.
[AGENT][NEUTRAL] OK, that's all right. Thank you, Miss [PII], and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 241-422-1.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII], [PII] [PII], [PII]. Sorry about that.
[AGENT][NEUTRAL] OK, thank you. It's OK. No problem, Ms. [PII]. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, so [PII] to present.
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You said it's a secondary insurance, not a supplemental, it's secondary.
[AGENT][POSITIVE] Yes, secondary supplemental, correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's the group name Marlin Engineering?
[AGENT][NEUTRAL] Uh, let me check on that, one moment.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Marling Engineering, yes, mhm. Group number 16446.
[CUSTOMER][NEUTRAL] Thank you so much. And I guess the um the claims address is the [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, that is the correct one.
[CUSTOMER][POSITIVE] OK, thank you. And I just need your name again, I'm sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] OK, so do you give reference number?
[AGENT][NEUTRAL] We don't, you can use my name in today's date.
[CUSTOMER][NEUTRAL] Call reference?
[CUSTOMER][POSITIVE] OK. Thank you so much, so, for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.