AccountId: 011433970860
ContactId: ad9e8359-b21c-4ce2-a799-839d9d6d73e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111589 ms
Total Talk Time (AGENT): 51766 ms
Total Talk Time (CUSTOMER): 35637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ad9e8359-b21c-4ce2-a799-839d9d6d73e9_20250620T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. I'm calling from Baptist Health Medical Group. My name is [PII]. I need to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] All right. I'm happy to check on benefits and eligibility, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 1702.
[CUSTOMER][NEUTRAL] 076 ML 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Patient does have an active uh plan. It's a different policy number. Would you like that number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. The active policy number is gonna be 02604114.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] And this is a supplemental insurance or supplemental gap?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm, yeah, it's a secondary plan, so it covers deductible, co-pay, co-insurance, the primary doesn't.
[CUSTOMER][NEUTRAL] Co-pay and coinsurance.
[CUSTOMER][POSITIVE] Excellent and may I have a reference number for the call, [PII]?
[AGENT][NEUTRAL] Absolutely. That's my name with today's date. My name is [PII], that's [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you. Have a wonderful day. I appreciate your help. Bye bye.
[AGENT][NEUTRAL] You as well bye bye.