AccountId: 011433970860
ContactId: b1a28f5f-edc3-4396-9a35-ccc987f6fe34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212139 ms
Total Talk Time (AGENT): 82447 ms
Total Talk Time (CUSTOMER): 66125 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b1a28f5f-edc3-4396-9a35-ccc987f6fe34_20250425T14:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Health Medical Group. I just needed, um, to know if this patient's policy was active, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, 000926454.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] 000926454
[AGENT][NEUTRAL] OK. A different member is coming up under that number. Um, do you have the member's social or I can look them up by name and date of birth?
[CUSTOMER][NEUTRAL] Um, let me see if I have a social. Yeah, I have a social if that's easier.
[AGENT][NEUTRAL] OK. Yes, ma'am. What's the social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and please verify the name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. And I have the policy number here if you need that.
[CUSTOMER][POSITIVE] Oh sure, yes, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Yeah, OK. The policy number is 01991147.
[AGENT][NEUTRAL] And actually, I'm showing the effective date on this policy was [PII] and it expired on [PII] and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] OK, so this policy is inactive.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not a problem then and you said you didn't see any other policies, correct?
[AGENT][NEUTRAL] Right, there's no active policies in the system. There are other policies, but they all laps as well. They're older than this one, so.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right then I guess that's it. Thank you so much for your time, E.
[AGENT][NEUTRAL] OK. And do you need a reference number?
[CUSTOMER][NEUTRAL] Uh, sure, I'll take one.
[AGENT][NEUTRAL] OK. So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's about it. Thank you.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling ATL. You have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm.