AccountId: 011433970860
ContactId: 15836a70-3b04-455b-9a32-b4c81ead5529
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135960 ms
Total Talk Time (AGENT): 55323 ms
Total Talk Time (CUSTOMER): 48672 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/15836a70-3b04-455b-9a32-b4c81ead5529_20250620T18:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Baptist Hospital. I just need to verify if this patient was still active with you guys.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Yeah, can I have the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify that you'd be looking for today?
[CUSTOMER][NEUTRAL] It's 02555948.
[AGENT][NEUTRAL] Thank you. Can 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]. Date of birth [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify eligibility. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, got it, thank you and how much have they met towards their, I think it's a calendar year that they have.
[AGENT][NEUTRAL] So you want to verify benefits eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Looks like she has 3000 per calendar year for outpatient services.
[AGENT][NEUTRAL] This is not a guaranteed benefits, just a disclaimer on the policy's coverage.
[AGENT][NEUTRAL] And it looked like she's met her deductible, she's met her benefit amount.
[CUSTOMER][NEUTRAL] So she's used all 3000, right?
[AGENT][NEUTRAL] That is correct for [PII].
[CUSTOMER][NEUTRAL] OK, got it, thank you. If I could just have a reference number for the call please?
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference. It's [PII] in today's date.
[CUSTOMER][NEUTRAL] OK, and then can I have the first initial of your last name please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Well, thank you for your help, [PII]. Have a good weekend.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Good bye.
[CUSTOMER][NEUTRAL] Bye.