AccountId: 011433970860
ContactId: 1b77f3c9-f724-492d-8f39-fd4e4c728282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169119 ms
Total Talk Time (AGENT): 63465 ms
Total Talk Time (CUSTOMER): 68854 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1b77f3c9-f724-492d-8f39-fd4e4c728282_20250226T18:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. Last name initial is [PII]. I'm calling because we have a patient in common and I'm trying to see if the um.
[CUSTOMER][NEUTRAL] The plan is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. What is your callback number, sir? Just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course. Um, the callback number is [PII].
[AGENT][NEUTRAL] Thank you and the name of the facility you're calling from, sir?
[CUSTOMER][NEUTRAL] Baptist Outpatient Services.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, um, patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number, it's
[CUSTOMER][NEUTRAL] 016506.
[CUSTOMER][NEUTRAL] 81
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Do you happen to know how much um does she have available or no?
[AGENT][NEUTRAL] OK, uh, yes, I can check the balance for you. Uh, this is just to verify her coverage it's not a guarantee of payment. She has the outpatient benefit per calendar year of $1500 and she has used.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's look.
[AGENT][NEGATIVE] Nothing for the year of [PII].
[CUSTOMER][NEUTRAL] You said 1400?
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, 500. OK, perfect, and she hasn't used anything, OK, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you. um, sorry, can I get your last name initial and a reference number if you have?
[AGENT][NEUTRAL] Yes, you can use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day OK?
[AGENT][POSITIVE] You're, you're very welcome, [PII]. You have a good day too, and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] Bye-bye.