AccountId: 011433970860
ContactId: 185aadf3-3b4f-4181-b3da-813008201fc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133000 ms
Total Talk Time (AGENT): 49526 ms
Total Talk Time (CUSTOMER): 49393 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/185aadf3-3b4f-4181-b3da-813008201fc1_20250130T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling to, um, I'm calling from Baptist Outpatient to uh verify uh members outpatient benefits.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, it is 02093614.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me the last 4 again.
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[AGENT][NEUTRAL] The last four digits? The last four digits?
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Thank you for that information, [PII]. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm showing an effective date of [PII] and you said this is for outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I show the policy is no longer active as of [PII], and there's no active coverage for this patient.
[CUSTOMER][NEUTRAL] OK, so it, it, as of [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can it be, it was a different policy number, maybe they changed, I don't know.
[AGENT][NEUTRAL] There's no other policies for this patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright Miss [PII], I'll take a call reference number.
[AGENT][NEUTRAL] My name and today's date, [PII] last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.