AccountId: 011433970860
ContactId: d0715d1f-fd84-47e5-be00-db0075cb0b9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224619 ms
Total Talk Time (AGENT): 90165 ms
Total Talk Time (CUSTOMER): 84182 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d0715d1f-fd84-47e5-be00-db0075cb0b9d_20250602T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Last name initial [PII]. I'm calling from Baptist Outpatient Services. I'm calling to get the outpatient hospital benefits for this patient's gap plan.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the outpatient benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, let me go ahead and get that to you. Callback number is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I'm sorry, you said the policy number is 1,221,150.
[AGENT][NEUTRAL] The policy number mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII], [PII].
[AGENT][NEUTRAL] You said the policy number is 1,221,150?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you sure? Because it's pulling up a a totally different member. What was the first and last name?
[CUSTOMER][NEUTRAL] [PII], uh, let me.
[CUSTOMER][NEUTRAL] I'm sorry, let me check here.
[AGENT][NEUTRAL] Is her first name [PII], last name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me search with the name. Hold on one moment.
[CUSTOMER][NEUTRAL] I think I, I see here the insurance card. It's 02066711 ML the number 8.
[AGENT][NEUTRAL] OK, hold on one moment, let me try that. 206-671-1.
[AGENT][NEUTRAL] OK, yeah, here we go.
[CUSTOMER][NEUTRAL] 02066711
[AGENT][NEUTRAL] Thank you. And can you verify her date of birth?
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing she doesn't have any active policies with us. Um, this policy terminated on [PII] and she hasn't had another policy with us since then.
[CUSTOMER][NEUTRAL] OK. Let me check here. Well, I have another one, I have another ID on file. Let me just check if it's this one too. 1359725 ML8.
[AGENT][NEUTRAL] So that policy was her second policy that she had with us. Um, it was active from [PII]. So at this time, she doesn't have any active policies with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Can I have your name again? I'm sorry I forgot to write it down.
[AGENT][NEUTRAL] Oh, no, it's fine. My name is [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. And can I have the reference number for this call, please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great week. Bye-bye.
[CUSTOMER][NEUTRAL] No questions.