AccountId: 011433970860
ContactId: d4d197ef-d40f-47ff-9dfb-7b0f8932924b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163619 ms
Total Talk Time (AGENT): 68074 ms
Total Talk Time (CUSTOMER): 56977 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d4d197ef-d40f-47ff-9dfb-7b0f8932924b_20250425T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Baptist Health. We have a mutual patient and I'm just trying to verify their APL insurance.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so the number is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 0217544ML8.
[AGENT][NEUTRAL] OK, please repeat that number.
[CUSTOMER][NEUTRAL] 02175445 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] No, what when was it? It's active since when?
[AGENT][NEUTRAL] Um, the effective date on the policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]. OK, great. And can I have a reference number, please?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date is the reference number.
[CUSTOMER][NEUTRAL] I'm sorry, could you start over again?
[AGENT][NEUTRAL] Um, it's E, V like Victor, I E.
[AGENT][NEUTRAL] And my last initial is [PII] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then today's date correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you [PII] you have a good one.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was all.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. Have a great weekend. Bye.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Mhm thanks.