AccountId: 011433970860
ContactId: 0d18bedc-4f2c-4b2e-99f1-0a0a3cddf8b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124500 ms
Total Talk Time (AGENT): 60683 ms
Total Talk Time (CUSTOMER): 45990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0d18bedc-4f2c-4b2e-99f1-0a0a3cddf8b3_20250605T14:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from Baptist Hospital. I would like to check eligibility and benefits for a member, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Pronounce your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Could you pronounce your name for me? [PII]?
[CUSTOMER][NEUTRAL] At least, yeah.
[AGENT][NEUTRAL] [PII], can I have the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] Yes, this is 02636923 letter M as in Mary, L as in Lima, and number 8.
[AGENT][NEUTRAL] Thank you [PII]. So could you verify that patient's name and date of birth? and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. You're calling about outpatient benefits. The member has outpatient benefits of $500 per calendar day. This is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Thank you. And do, can you please provide me the accumulation?
[AGENT][NEUTRAL] It's $500 per calendar day for each day.
[CUSTOMER][POSITIVE] Oh, for each day, OK, got it. Thank you so much, Ms. [PII]. Do you have any reference call number?
[AGENT][NEUTRAL] We don't provide reference numbers. However, you can feel free to use my name and today's date as a reference is [PII] and today's date is a reference [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that's it have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.