AccountId: 011433970860
ContactId: e98949f3-8961-481d-b9ac-97eae04c35b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209869 ms
Total Talk Time (AGENT): 71005 ms
Total Talk Time (CUSTOMER): 57246 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e98949f3-8961-481d-b9ac-97eae04c35b8_20250220T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Health. I just need to verify um.
[CUSTOMER][NEUTRAL] Whether a patient was eligible for a date of service yesterday.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] I have 111 0 I'm sorry, give me one second uh shoot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can you check with name and date of birth?
[AGENT][NEUTRAL] Um, the first and last name, yes.
[CUSTOMER][NEUTRAL] OK, um, I have a dependent and last name is [PII]
[CUSTOMER][NEUTRAL] And first name is [PII]
[AGENT][NEUTRAL] Do you have the policyholder's name?
[CUSTOMER][NEUTRAL] I have [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Let me see [PII], hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here we go. So the policy just popped up. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the um patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So that policy number is 184.
[AGENT][NEUTRAL] 583 2.
[AGENT][NEUTRAL] And the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, um, what is the group name?
[AGENT][NEUTRAL] It is education.
[CUSTOMER][NEUTRAL] And group number?
[AGENT][NEUTRAL] Um, so the group number is 23993.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group name is Educational Federal Credit Union.
[CUSTOMER][NEUTRAL] Educational credit.
[CUSTOMER][NEUTRAL] Uh, federal union.
[AGENT][NEUTRAL] Educational Federal Credit Union.
[CUSTOMER][NEUTRAL] Oh, OK
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Alright, and can I have a reference for the call please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and that's [PII], [PII] initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help have a great day.
[AGENT][POSITIVE] You're welcome, [PII] you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.