AccountId: 011433970860
ContactId: d982555c-4e72-4e50-8a5b-b1f2053f074c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208779 ms
Total Talk Time (AGENT): 62382 ms
Total Talk Time (CUSTOMER): 81974 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d982555c-4e72-4e50-8a5b-b1f2053f074c_20250409T19:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Baptist Health General Surgery, Doctor Mace's office in regards to a mutual patient. Um, I'm calling to see if first, if we, um, are part and
[CUSTOMER][NEUTRAL] If I'm not mistaken, the patient let me know that this usually covers copays, which she does have a copay for today, so I just wanted to make sure.
[AGENT][NEUTRAL] OK, um, so I can help you with the member's coverage. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Of course, um.
[CUSTOMER][NEUTRAL] You know, I don't think there's.
[CUSTOMER][NEUTRAL] I got, there wasn't really a policy number on there, but there was a certification number.
[AGENT][NEUTRAL] OK, that's the policy number.
[CUSTOMER][NEUTRAL] OK, so 022.
[CUSTOMER][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] 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] So
[CUSTOMER][NEUTRAL] I the, the patient is the dependent of the subscriber, um, her name is [PII]
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] And then her date of birth is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this is the, well, hold on.
[AGENT][NEUTRAL] And you said it is for the patient is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one second, 374.
[AGENT][NEUTRAL] OK, so as of [PII], this policy is individual only, so it's only the policyholder, the spouse and dependents are no longer covered on this policy.
[CUSTOMER][POSITIVE] OK, OK, I will, I will let the patient know thank you for letting me know and I'll, I'll let her know now as well.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that was, that was, that was everything. I just wanted to confirm. thank you again so much.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well and just to confirm you said as of what date was it that it became only individual?
[AGENT][NEUTRAL] Um, hold on one second.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] Perfect, thank you again so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye.