AccountId: 011433970860
ContactId: b15ac6c8-2ca7-47b4-83e6-616275a572f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162339 ms
Total Talk Time (AGENT): 100477 ms
Total Talk Time (CUSTOMER): 54238 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b15ac6c8-2ca7-47b4-83e6-616275a572f8_20250102T13:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Happy New Year. I'm calling from Baptist Hospital. Thank you. I'm calling from Baptist Hospital in [PII]. I just wanted to uh confirm if this patient is active with the policy.
[AGENT][NEUTRAL] I think you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. You do not need benefits. You only need to verify if it's active or not. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, what is the name again?
[CUSTOMER][NEUTRAL] [PII], which is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 01611724 ML8.
[AGENT][NEUTRAL] OK, thank you. And any information that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So I do show that she is the spouse of the subscriber on the supplemental policy, and the supplemental policy is active, effective [PII].
[AGENT][NEUTRAL] And just a couple of additional pieces of information if you order because this is a supplemental policy, we will have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And also once the claim has been processed with APL we do have a portal in which claim status can be checked along with access to the explanation of benefits and that website is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much. uh, by any chance do you have a reference number for the call?
[AGENT][NEUTRAL] Were you
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a good day and.
[AGENT][NEUTRAL] OK. Well, you will, I hope you.
[CUSTOMER][POSITIVE] Happy [PII].
[AGENT][POSITIVE] Happy [PII] to you as well and thank you again for calling APL this morning.
[CUSTOMER][POSITIVE] Thank you. Have a good day bye bye.
[AGENT][POSITIVE] You're welcome, you too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye