AccountId: 011433970860
ContactId: b8361743-d5bb-4964-a3fd-c8f82de53fa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265880 ms
Total Talk Time (AGENT): 100986 ms
Total Talk Time (CUSTOMER): 119019 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b8361743-d5bb-4964-a3fd-c8f82de53fa4_20241230T19:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. Um, I'm calling from a doctor's office, Baptist Health, to get benefits or not benefits but eligibility on a plan.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's 023.
[CUSTOMER][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] 92.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, the patient's name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Monbo I guess and um it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you for that. So the patient plan is active. The effective date on this is [PII]. We are the patient's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of primary does not.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm, OK, thanks so let me see here.
[CUSTOMER][POSITIVE] I thought it was gonna be inactive, but it's a good thing I, I did check up on it because it it wasn't pulled into the visit. So, OK, American Public Life, so this is like a secondary um policy.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yes, ma'am. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, effective you said [PII] of this year up until.
[CUSTOMER][NEUTRAL] When?
[AGENT][NEUTRAL] Uh, policy is still currently active, so there's no termination date or anything on this as of right now.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, no, um, I just need your name.
[AGENT][NEUTRAL] Uh my name is [PII], that's spelled [PII] and the last initial to my name is [PII]. That is actually the call reference as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], OK, so of course with this, with this, um, is she the the subscriber or she a dependent on this plan? I forgot to ask that question.
[AGENT][NEUTRAL] Um, it looks like she is a subscriber.
[CUSTOMER][NEUTRAL] Mm, OK. So there's no good name or group number?
[AGENT][NEUTRAL] Um, I can, let me take a look and see if there is a group number or.
[AGENT][NEUTRAL] Name.
[AGENT][NEUTRAL] Um, so yeah, the group name it looks like is Swire, so that's S as in Sam, W as in William, I as in India, R as in Robert, E as in Echo, Properties Incorporated.
[CUSTOMER][NEUTRAL] OK, so that's something because she has also signal open access plus under that same um.
[CUSTOMER][NEUTRAL] Group names Swire Properties, so.
[CUSTOMER][NEUTRAL] But they have different group different policy numbers. OK. OK, great, and no group number then?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The group number is 23824.
[CUSTOMER][NEUTRAL] 238
[AGENT][NEUTRAL] Uh, 24. Mhm.
[CUSTOMER][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] 2324. OK. And then last question, sir, I'm so sorry. The claims address is gonna be um the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK. That's all I need. OK, thank you so much, [PII], for your help.
[AGENT][POSITIVE] My pleasure. You have a great day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye bye.
[AGENT][NEUTRAL] Bye-bye.