AccountId: 011433970860
ContactId: f065c000-c580-4f7d-bc77-6a0edbdd14b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186529 ms
Total Talk Time (AGENT): 59563 ms
Total Talk Time (CUSTOMER): 114049 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f065c000-c580-4f7d-bc77-6a0edbdd14b4_20250514T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon [PII] how are you?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][NEUTRAL] I'm well thank you. My name is [PII]. I'm calling from Baptist Orthopedic in regards to the patient we have here. I was just calling to confirm his um the status of his, uh, benefits like if it's active.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, sorry about that. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] Yeah, [PII]. I'm sorry, it's it's 2158. I'm sorry 2158 and um the policy number. Where is this?
[AGENT][POSITIVE] Thank you. And the policy number, OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] All it shows just like it says insured Antonio Salgado coverage individual group number but I don't see the policy number oh I guess this is it in hospital benefit or oh outpatient got you 0210037. What is this number? Hold on.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] I'm assuming so OMLA because it's kind of faded out.
[CUSTOMER][NEUTRAL] 02100370 ML 8.
[CUSTOMER][NEUTRAL] Um, you can mention Doctor [PII], uh, he's like traveling with the Panthers these days and kind of slowing down, so they will try to find you the first available, um, but if not, we have other.
[AGENT][POSITIVE] So I just had a whole conversation with myself. I'm so sorry. I was on mute, but I was saying, yes, that's correct.
[CUSTOMER][NEUTRAL] Oh, I thought she was with, OK.
[AGENT][NEUTRAL] Um, can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, sure, hold on, let me close this out.
[CUSTOMER][NEUTRAL] OK, so his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. Um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, hold on let me.
[CUSTOMER][NEUTRAL] You said [PII] since [PII].
[CUSTOMER][NEUTRAL] OK, do you have a, could you provide me a reference number for our phone call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your time.
[AGENT][POSITIVE] You're very welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.