AccountId: 011433970860
ContactId: 029c2220-4226-4626-9511-0cabc3f14bdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187639 ms
Total Talk Time (AGENT): 81495 ms
Total Talk Time (CUSTOMER): 66262 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/029c2220-4226-4626-9511-0cabc3f14bdc_20250303T16:58_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 Hospital to check benefits on one of your members please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] With a [PII].
[AGENT][NEUTRAL] [PII], OK. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is for.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that this particular policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] There is an active policy though, um, policy number 258.
[AGENT][NEUTRAL] 0011.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that has been effective since [PII].
[CUSTOMER][NEUTRAL] That's the.
[CUSTOMER][NEUTRAL] The policy number is 2580011.
[AGENT][NEUTRAL] Uh-huh, that's the active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't need no letters or anything.
[AGENT][NEUTRAL] Oh, the ML 7 or 8, that's on the card, but you don't need it like when you call in, we don't use it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, OK, OK, OK.
[CUSTOMER][POSITIVE] Perfect, can I get her coverage for inpatient please?
[AGENT][NEUTRAL] Mhm. Hold on one moment.
[AGENT][NEUTRAL] So for inpatient, the policy would pay up to $6600 per person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] For inpatient, um, OK, so no, she hasn't used any of her inpatient benefits yet for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and, and can I get the first letter of your last name and the reference number if there's one.
[AGENT][NEUTRAL] Sure, it's
[AGENT][NEUTRAL] Mhm. So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] You're very welcome. You also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Bye, take care.
[AGENT][NEUTRAL] But