AccountId: 011433970860
ContactId: d8f35dbf-22fc-459f-b170-444201d7eb21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174580 ms
Total Talk Time (AGENT): 87995 ms
Total Talk Time (CUSTOMER): 31008 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d8f35dbf-22fc-459f-b170-444201d7eb21_20250502T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital calling just to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing to verify eligibility, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02518894
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And any information [PII] that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. I'm sorry.
[AGENT][NEUTRAL] What was the month?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now that is not what we received for this member, for the date of birth.
[CUSTOMER][NEUTRAL] It's a different month, it's not February?
[AGENT][NEUTRAL] I thought you said June.
[CUSTOMER][NEUTRAL] No. 2.
[CUSTOMER][NEUTRAL] February.
[AGENT][POSITIVE] OK, that is correct.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so he is a subscriber on the supplemental policy, Jessica, and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And because it is a supplemental policy, Jessica, if you can note this, that when the claim is submitted to us for review, we will have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we've processed our claim here at APL we do have a portal that you should be able to check our claim status in and the website for that is located at secured.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye