AccountId: 011433970860
ContactId: 06c4e974-3b54-47d3-914b-fcc79b00bc3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98269 ms
Total Talk Time (AGENT): 41218 ms
Total Talk Time (CUSTOMER): 33118 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/06c4e974-3b54-47d3-914b-fcc79b00bc3f_20250610T17:29_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Baptist Health Medical Group. My name is [PII]. I'm trying to see if the patient is active.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 1979903
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, outpatient it would be for a specialist office visit.
[AGENT][NEUTRAL] Now I do show with this policy be uh treatment in an office or clinic setting is not covered under the policy.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Let me go ahead and remove it.
[CUSTOMER][NEUTRAL] So it's only for hospital, correct?
[AGENT][NEUTRAL] Um, hospital or outpatient, inpatient or outpatient hospital facility?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, just that.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.