AccountId: 011433970860
ContactId: 01c78883-7efc-4cf9-a190-5a2629d0abc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278910 ms
Total Talk Time (AGENT): 52600 ms
Total Talk Time (CUSTOMER): 51403 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/01c78883-7efc-4cf9-a190-5a2629d0abc5_20250411T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient. We needed to confirm on the eligibility and benefits for a member, please.
[AGENT][NEUTRAL] OK perfect um and what is the member's name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] How do you how do you spell that?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[CUSTOMER][NEUTRAL] [PII], [PII], I guess [PII] is the first name. Last name [PII] and that's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you were with you're calling in regards to Baptist. What was the group name? Baptist Outrage, OK.
[CUSTOMER][NEUTRAL] Outpatient services, yeah.
[AGENT][NEUTRAL] And you just wanna see if they are enrolled in in um.
[AGENT][POSITIVE] Insurance, correct.
[CUSTOMER][NEUTRAL] Well, I need to know that if they have any um outpatient benefits available because they have a copay, so I don't know if there's anything available in there.
[AGENT][NEUTRAL] So we, we don't cover co-pays, we just cover the um actual medical treatment.
[CUSTOMER][NEUTRAL] In their bank, in other words.
[CUSTOMER][NEUTRAL] OK. Um, can you let me know what the benefits are for the member, please?
[AGENT][NEUTRAL] Sure, let me put you on a brief hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 251-289-5.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Number
[AGENT][NEUTRAL] 251.
[AGENT][NEUTRAL] 28.
[AGENT][NEUTRAL] 95.
[AGENT][NEUTRAL] 80,080 EMPLI.
[AGENT][NEUTRAL] 80,080.
[CUSTOMER][NEGATIVE] You are on hold.