AccountId: 011433970860
ContactId: df64a3e6-a543-46c5-b70d-c8c1a964cf58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222910 ms
Total Talk Time (AGENT): 60223 ms
Total Talk Time (CUSTOMER): 112097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/df64a3e6-a543-46c5-b70d-c8c1a964cf58_20250514T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Good afternoon. My name is [PII] calling from Baptist Hospital in [PII]. And I wanted to, if possible, verify eligibility for two patients that have been seen through our emergency room.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits or eligibility. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number for that first patient?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Yes, the first one I have is 02609873.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Let's see. It is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, looks like her policy is effective for [PII]. It is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Active. OK. And um was that the correct policy number? Should there be an ML8 behind that or?
[AGENT][NEUTRAL] Uh, we just look it up numerically, so I, the MLA is on the card, but we don't need it to enter the claim, so.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Got it. OK. And then, um, what else I was gonna ask? And is there a group name and group number attached to the policy?
[AGENT][NEUTRAL] Uh yes, give me one moment.
[CUSTOMER][POSITIVE] Alrighty thanks.
[AGENT][NEUTRAL] OK, group name, let's see. OK, group number is 26196.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that group name is Associated Investor Services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm that's.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] All righty. And then, um, may I give you the other one?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] All right. Um
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, let me see what's this one.
[CUSTOMER][NEUTRAL] The policy number is 02363.
[CUSTOMER][NEUTRAL] 908 and this one has the ML8. Does that sound like the same one.
[CUSTOMER][NEGATIVE] Oh no. Yeah.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let's see here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] 812.
[CUSTOMER][NEUTRAL] OK. On that one, I have the subscriber as mom, [PII].
[CUSTOMER][NEUTRAL] I don't know if you guys see that.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then they entered the group name as [PII] A L L C.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the group number is 24351.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Awesome. Thank you, [PII]. I appreciate your time on this.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.