AccountId: 011433970860
ContactId: cad90a1c-e08a-4cde-bb99-80927558dbd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183970 ms
Total Talk Time (AGENT): 94746 ms
Total Talk Time (CUSTOMER): 54532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/cad90a1c-e08a-4cde-bb99-80927558dbd3_20250307T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII] calling from Baptist Hospital. I need to get eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII], that's [PII] initial of my last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02353116 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII]. She is active on the policy.
[AGENT][NEUTRAL] And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Inpatient medical.
[AGENT][NEUTRAL] For inpatient. OK, give me a moment. Um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and it shows she has an inpatient benefits of $2000 per calendar year.
[CUSTOMER][NEUTRAL] Has she used any of that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, no, ma'am. She hasn't used any benefits for this year, so it is showing available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any group number on the policy?
[AGENT][NEUTRAL] Uh, there he is. Give me one moment.
[AGENT][NEUTRAL] OK, I'm showing a group number 25962, group name bankcoredo Lord [PII].
[CUSTOMER][POSITIVE] Yeah, yeah, I got it. I checked that already. Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I got it um and uh where should we send the claims?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And for certification is not required, right?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. Oh, I'm sorry, um, can I have your name again and the first initial to your last name?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK thank you you have a good day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] Bye bye. You too, bye bye.
[AGENT][NEUTRAL] Bye.