AccountId: 011433970860
ContactId: f1a6ad8b-5797-4541-a483-58bedbbf1505
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195520 ms
Total Talk Time (AGENT): 97581 ms
Total Talk Time (CUSTOMER): 57096 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f1a6ad8b-5797-4541-a483-58bedbbf1505_20250328T15:27_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm a Baptist Hospital, uh.
[CUSTOMER][NEUTRAL] I need to verify a patient's supplemental gap insurance to make sure it's active.
[AGENT][NEUTRAL] Eligibility. OK, sure. I can assist you with eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 99472 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. All right. And you say you need eligibility um for this policy, we have an effective date of [PII] and it terminated [PII]. Um, let me see if I have a new policy. Bear with me.
[AGENT][NEUTRAL] OK, there is a new policy. So let me go ahead and pull this information, OK?
[CUSTOMER][NEUTRAL] OK, and if you could please provide me with the member ID for the new policy, please.
[AGENT][NEUTRAL] Uh sure, yes.
[AGENT][NEUTRAL] All right, let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, the new policy number is 02.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 58
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1901.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date is [PII]. Um, let me get that, one moment.
[CUSTOMER][NEUTRAL] And what's the group number please?
[AGENT][NEUTRAL] Uh, let me give you the effective date, so I, I don't have to come back to this. OK, so effective date is [PII] and it is active at the moment. This is one of our secondary supplemental plan to the major medical and the group number on this one is 26867.
[CUSTOMER][NEUTRAL] Thank you. Uh, what's the reference number for this call, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][POSITIVE] Please and thank you spelling of your name.
[AGENT][NEUTRAL] Sure. Yes, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And today's date, right?
[AGENT][POSITIVE] You're welcome. Today's right, mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, that's just about it.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] You.