AccountId: 011433970860
ContactId: a8e89a88-775f-4774-b72d-032ac46c48f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235759 ms
Total Talk Time (AGENT): 72001 ms
Total Talk Time (CUSTOMER): 119543 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a8e89a88-775f-4774-b72d-032ac46c48f5_20250603T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, could you hear me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, I'm calling you from Baptist Health. Um, I am one of the patient, uh, financial, uh, representatives, um, that we work with our patients, um, verifying their insurance, um, and I wanted to know if you would be able to help me with a with a patient of ours. Um, she has uh American, United American as a supplemental on her plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, and it came back as a an an error, um, but she tells me that it is, um, active, so I just wanted to see if you could help me with, um, with that.
[AGENT][POSITIVE] Yes, I can help you with the eligibility for your patients. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am uh uh my jabber well uh let me, it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have [PII] and her last name I'll spell for you, it's [PII]
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Making her [PII] and her policy number with you guys is 008437090.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not showing that policy as a good policy number. Do you see an inpatient or an outpatient certificate number?
[AGENT][NEUTRAL] Either one of those numbers would work.
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Um, I only have her with Medicare A and B.
[AGENT][NEUTRAL] OK. Do you have her social?
[AGENT][NEUTRAL] OK, do you have her social?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I should give me.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] Let me see what that number looks like.
[CUSTOMER][NEUTRAL] I do not have her social uh we do not have it on file with.
[AGENT][NEUTRAL] OK, let me see if I can find her by her name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna try anyway.
[AGENT][NEUTRAL] We'll try to look for her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, appreciate you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, I'm not showing [PII] in our system. This is our company is American Public Life.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Um, then I, yes, I, I think I might, uh, because the, the health plan is United American.
[AGENT][NEUTRAL] No ma'am, that's not our company.
[CUSTOMER][POSITIVE] No OK OK alrighty I appreciate you thank you so much.
[AGENT][POSITIVE] All right. No problem. You have a very good day, Miss um [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty, be well child mhm.
[AGENT][NEUTRAL] Bye