AccountId: 011433970860
ContactId: 1cd52840-b100-436f-a0cc-2b956ec2f32a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91720 ms
Total Talk Time (AGENT): 36160 ms
Total Talk Time (CUSTOMER): 45061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1cd52840-b100-436f-a0cc-2b956ec2f32a_20250602T14:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] from Baptist Outpatient Services. I'm a rendering provider and I was calling to get benefits on a patient that is coming to our facility.
[AGENT][POSITIVE] I'd be happy to assist. What benefits today, [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's going to be, sorry, 02473361, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient the per day maximum is $300.
[CUSTOMER][NEUTRAL] You cover up to $300.
[AGENT][NEUTRAL] Per day for outpatient.
[CUSTOMER][POSITIVE] OK. Per day. Yeah. Mhm. Yes. OK, wonderful. Uh, can I get a reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Yes, no, that'll be all. Thank you. Have a great day bye.
[AGENT][POSITIVE] Thank you for calling APO. You have a good day.