AccountId: 011433970860
ContactId: ce36365f-a65a-45a6-9512-936768dfaf5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300809 ms
Total Talk Time (AGENT): 100950 ms
Total Talk Time (CUSTOMER): 106966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ce36365f-a65a-45a6-9512-936768dfaf5a_20250520T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist. I need to verify the benefit for the patient.
[AGENT][POSITIVE] Sure I can help you with benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] OK, I have a policy number, but the patient wasn't sure if that is the one that is active right now for him, so it's gonna be 02624191 M as in Mary, L as in lion 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You said it was 0262419?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His spouse gave me her social security number just in case we need to get the new member ID for them.
[CUSTOMER][NEUTRAL] Because I think she's a subscriber.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is her social security number?
[CUSTOMER][NEUTRAL] OK, give me one second. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment, let me see if that works.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I wasn't finding a policy um active or lapsed under that number, so give me just a moment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] And what did you say her name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Let me see what is her last name? Hold on one sec.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At peak time you may experience.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like the correct um policy number?
[CUSTOMER][POSITIVE] Yes please, yes please.
[AGENT][NEUTRAL] Oh it looks like we were just missing a number.
[CUSTOMER][NEUTRAL] Oh, OK, what is the policy number?
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] 262.
[AGENT][NEUTRAL] 4191.
[AGENT][NEUTRAL] So we're just missing the one at the end, it looks like.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK. I, I don't need the ML 8 at the end.
[AGENT][NEUTRAL] No, because that's just saying this is a Medlink policy, which is a secondary gap insurance. Yeah, yeah, so the ML just says that it's a Medlink.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But it's not a
[CUSTOMER][NEUTRAL] And it, but is it still a me link.
[AGENT][NEUTRAL] Yes, this policy is a Medlink policy. Mhm.
[CUSTOMER][NEUTRAL] Supplemental or no? OK.
[CUSTOMER][POSITIVE] OK. OK. Perfect. OK, I got it. Um, mhm. Go ahead.
[AGENT][NEUTRAL] And it looked
[AGENT][NEUTRAL] Um, I was just gonna say that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and it's gonna cover um his copayment and deductible for emergency?
[AGENT][NEUTRAL] Yes, so because this is secondary gap, the my, the major medical will need to pay it first, and we will need the major medicals EOB yeah, um, and it does co-insurance and co-pay and deductible.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] OK, perfect. May I have a reference for this call [PII]?
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] Alright you too thank you for calling ATL.
[CUSTOMER][POSITIVE] Bye bye thank you bye.
[AGENT][NEUTRAL] Bye.