AccountId: 011433970860
ContactId: c69ce132-bf30-4938-a887-8407218a017b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302459 ms
Total Talk Time (AGENT): 127923 ms
Total Talk Time (CUSTOMER): 63107 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c69ce132-bf30-4938-a887-8407218a017b_20250416T20:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Baptist Healthcare.
[AGENT][NEUTRAL] Mhm. Oh yeah.
[CUSTOMER][NEUTRAL] And I am needing to verify a member's eligibility and benefits.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefit information for a member, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things and what is a good call back number for you please?
[AGENT][NEUTRAL] [PII]? Oh.
[CUSTOMER][NEUTRAL] Uh, direct line, I'm here, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I was taking my headset off. It was getting fat again.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, direct line is [PII] I'm yeah I say the phone number.
[CUSTOMER][NEUTRAL] The [PII] number.
[AGENT][NEUTRAL] Yeah, the phone number.
[AGENT][NEUTRAL] Ever
[CUSTOMER][NEUTRAL] No, I know I was getting ready to say your phone number. Oh my gosh, it's been a long day. Um, direct line is [PII].
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 02597084
[AGENT][NEUTRAL] OK thank you one moment while I get the information pulled up.
[CUSTOMER][POSITIVE] Thank you dear.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is a subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And what type of benefit, you did say you were needing benefit information?
[CUSTOMER][NEUTRAL] Yes ma'am, he's he is scheduled for a CT scan on the [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me look to see if he has diagnostic benefits on here.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. So it's, let's see. And you said he was having a CT, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on this limited benefit plan, the benefit would be $200 per day and a maximum of 3 days per calendar year per covered person for major diagnostic exam benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do you spell your name with [PII]?
[AGENT][NEUTRAL] And [PII] and my name and today's date would be your call reference number and then [PII], if you all do file a claim with us for him once the claim has been processed by APO, we do have a portal in which you should be able to check claim status and the website for that is located at [PII].
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. I really appreciate you there.
[AGENT][POSITIVE] Well, you are, yes, ma'am. You're very welcome. So is there anything else that I could help you with this afternoon?
[CUSTOMER][POSITIVE] Um, that's it there. If I could just have the initials of your last name, that'd be great.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome you have a wonderful evening and enjoy the rest of your week, dear.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I hope you do too, [PII], and if that is all I can help you with at the moment anyway, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, sweetheart. bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. You