AccountId: 011433970860
ContactId: d795c9bb-f6a5-4f1d-aa18-c80927f01b2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173399 ms
Total Talk Time (AGENT): 90509 ms
Total Talk Time (CUSTOMER): 62781 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d795c9bb-f6a5-4f1d-aa18-c80927f01b2b_20250603T17:40_UTC.wav
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[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to get eligibility on an individual.
[AGENT][NEUTRAL] All right, you're just needing to verify if the policy is active. The eligibility is OK. Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes ma'am. Mhm.
[CUSTOMER][NEUTRAL] This is [PII] from Baptist Primary Care in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll be with you in just a minute.
[AGENT][NEUTRAL] All right, and [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] and there's no extension.
[AGENT][NEUTRAL] OK, thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It's 02584203.
[AGENT][POSITIVE] OK, [PII], thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] I need you
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Every time I think I'm.
[CUSTOMER][NEUTRAL] This one's for tomorrow.
[AGENT][NEUTRAL] I miss so the information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII]. You can take it now. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right, so I do show [PII] that I'm sorry, [PII], that he is the subscriber on the supplemental policy.
[AGENT][NEUTRAL] And this supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you all will be filing it.
[CUSTOMER][NEUTRAL] Alright, and what.
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And what was your name again? All right.
[AGENT][NEUTRAL] [PII] and my name in today's date will be your call reference number and [PII] if you will, will be filing a claim with us for him we will have to have a copy of his primary insurance company's explanation of benefits along with the claim for review and then once we've processed our claim here, we do have a portal that you should be able to check claim status in by going to secured.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] All right. Well, can I help you with anything else?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] No, that's about it.
[AGENT][POSITIVE] All right, well then, thank you for calling APL [PII], and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too have a good day.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.