AccountId: 011433970860
ContactId: 25454a63-2dc9-419a-b4e2-382407186982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129970 ms
Total Talk Time (AGENT): 54703 ms
Total Talk Time (CUSTOMER): 47979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/25454a63-2dc9-419a-b4e2-382407186982_20250109T19:13_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. My name is [PII] from Baptist Outpatient verification department. I'm calling to see, uh, to check a patient's coverage for outpatient services.
[AGENT][POSITIVE] OK, [PII], I'm happy to check benefits today. What's the policy number?
[CUSTOMER][NEUTRAL] 014.
[CUSTOMER][NEUTRAL] 827
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] M as in Mary, L as in letter, 7.
[AGENT][POSITIVE] All right, thank you so much. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. It looks like the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is their secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not. The outpatient benefit on this plan is a calendar day and it looks like it's $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, the plan covers up to 500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] All right, perfect. um, and can I have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial in today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.