AccountId: 011433970860
ContactId: b45dbc4d-98d2-4f04-a3fc-21140bdb3426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145720 ms
Total Talk Time (AGENT): 68132 ms
Total Talk Time (CUSTOMER): 38228 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b45dbc4d-98d2-4f04-a3fc-21140bdb3426_20250604T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I need to confirm eligibility uh for a patient and benefits.
[AGENT][POSITIVE] OK, I could check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy is 02565543.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name is [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] This is for a PCP office visit.
[AGENT][NEUTRAL] Office visits, OK. Give me one moment, let me see if that is going to be a covered benefit under this policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. So under this policy office visits are not covered, however, treatment received in office could be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Treatment.
[CUSTOMER][NEUTRAL] And may I have a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, so my name is spelled [PII] last initial is [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] That will be all. Have a wonderful day. I appreciate your help. Bye bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling HPL. You too. Bye-bye.