AccountId: 011433970860
ContactId: c216ec10-62e3-4161-b3a8-5357b875e282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353309 ms
Total Talk Time (AGENT): 111438 ms
Total Talk Time (CUSTOMER): 102395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c216ec10-62e3-4161-b3a8-5357b875e282_20250115T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Baptist Health Diagnostic Center for a patient here. Um, she's saying she has a secondary insurance, but her pre-registration wasn't able to, um, verify. Can you help me?
[AGENT][NEUTRAL] I can. And give me your name, please.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, and you're checking eligibility, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, the phone number here is [PII].
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] OK, so the patient, I'm gonna give you the policy number the patient gave me. She doesn't have the card with her. Um, it is 1852275.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] It's it should be open.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] My first one.
[CUSTOMER][NEUTRAL] Um, the policy number the patient gave me and the one that we have listed there are different.
[AGENT][NEUTRAL] Which one do you have listed?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So the one in our system is 1,138,050.
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Mhm yeah it's a little odd I'm not sure what's going on.
[CUSTOMER][NEUTRAL] And she stated it's her husband's plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information. Can you hear me OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I also have her husband's information if you need it.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, so policy 1,138,050 is a policy under her name, which is no longer active. So the correct policy number is the 1852275. I wanted to confirm that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I show that this.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Mhm, I show the policy effective date is [PII].
[AGENT][NEUTRAL] This policy is active at this time.
[AGENT][NEUTRAL] And what type of service is it for?
[CUSTOMER][NEUTRAL] It's for a head and neck soft tissue ultrasound.
[AGENT][NEUTRAL] And where is that being performed?
[CUSTOMER][NEUTRAL] Country Walk Diagnostic Center.
[AGENT][NEUTRAL] OK, so I'm showing the outpatient benefit is up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this information is verification, not a guarantee of payment, and at this moment I don't show any of that benefit used for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just want to confirm with you since we had something different in the system, is there a group name and group number?
[AGENT][NEUTRAL] Uh-huh, and the previous, the policy number beginning with the one that was under her name, but that policy is no longer active, the 113 number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the group name Bridal and the Group Holding isn't attached to this policy, correct?
[AGENT][NEUTRAL] So the group number under the policy number 1852275 is 16846.
[CUSTOMER][NEUTRAL] 16846
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The group name is Toy Tech Motors.
[CUSTOMER][NEUTRAL] Play tech.
[CUSTOMER][POSITIVE] OK, thank you so much. um, can I get your name and a reference number?
[AGENT][NEUTRAL] It's Toy Tech Motors.
[AGENT][NEUTRAL] And you'll use my
[CUSTOMER][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Did you get that? OK. All right. You'll use my name in today's date as reference for today's call, [PII].
[CUSTOMER][NEUTRAL] Yes, go ahead.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're welcome, [PII]. Any other questions I can assist with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty, thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.