AccountId: 011433970860
ContactId: f9e967b1-e323-49f7-af85-e7ef861a87d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115540 ms
Total Talk Time (AGENT): 62754 ms
Total Talk Time (CUSTOMER): 43772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f9e967b1-e323-49f7-af85-e7ef861a87d5_20250310T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify, um, patients eligibility, please.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with eligibility. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01893413ML7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] A specialist office visit.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $500 per day and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, yeah, they, they have another primary insurance, so I just needed to verify that their secondary was active.
[AGENT][NEUTRAL] OK. Yes, ma'am. It's still active.
[CUSTOMER][NEUTRAL] OK perfect OK perfect thank you EV is there a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thanks.