AccountId: 011433970860
ContactId: 1a8b309e-c573-4b03-a20e-cd6630bacec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168240 ms
Total Talk Time (AGENT): 83942 ms
Total Talk Time (CUSTOMER): 44100 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1a8b309e-c573-4b03-a20e-cd6630bacec0_20250331T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] I'm calling from Baptist Surgery and Endoscopy Center and I'm calling to check on the benefits of a member.
[AGENT][POSITIVE] OK, Miss [PII], I can help you with benefits. Can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her be her plan number is 02333109.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[AGENT][NEUTRAL] OK. And I do show that Emil does have an active policy. The effective date of the of her policy is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is a, just to verify her benefits, it's not a guarantee of payment. She has a supplemental insurance that's billed secondary to the primary.
[AGENT][NEUTRAL] This policy helps with deductible copay and co-insurance, and she has an inpatient benefit amount per calendar year of $1000 and then she also has an outpatient calendar year benefit amount of $1000.
[CUSTOMER][NEUTRAL] Has um if for the outpatient has she met anything?
[AGENT][NEUTRAL] Let me look for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Nothing's been met for the year of [PII] for outpatient.
[CUSTOMER][POSITIVE] Great thank you so much uh may I have a reference number please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] today's date.
[CUSTOMER][POSITIVE] All right thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] You too, Miss [PII], and thank you for calling APL. You have a wonderful day also.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.