AccountId: 011433970860
ContactId: 1766323a-b320-4636-a718-ba6b55fb4eab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125059 ms
Total Talk Time (AGENT): 55541 ms
Total Talk Time (CUSTOMER): 54818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1766323a-b320-4636-a718-ba6b55fb4eab_20250310T13:17_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Outpatient Services in regards to a mutual patient to get benefits for an outpatient um hospital exam.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my last name is [PII]. Callback number is [PII].
[AGENT][POSITIVE] OK. Thank you, Yay. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 1423555ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Last name is [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for outpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. Can you tell me how much is remaining?
[AGENT][NEUTRAL] Um, the full 1000 is remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Can I have, you said [PII]?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] OK, and this is your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, and that would be the call reference number correct?
[AGENT][NEUTRAL] Yes, my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, no, thank you. That'll be all. Have a great day.
[AGENT][POSITIVE] You do the same, Yummy. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] No problem bye.