AccountId: 011433970860
ContactId: 2a294891-74c1-4782-bc33-31ace67faf58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144059 ms
Total Talk Time (AGENT): 70167 ms
Total Talk Time (CUSTOMER): 54399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2a294891-74c1-4782-bc33-31ace67faf58_20250606T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Baptist Outpatient Services regarding a mutual patients just verify outpatient benefits of this year.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify benefits for you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] That'll be 0774, I'm sorry, 01749477 ML 8.
[AGENT][NEUTRAL] Give it to me one more time. It looks like it's too many numbers. I apologize.
[CUSTOMER][NEUTRAL] That's OK. 001749477 ML 8.
[AGENT][MIXED] Awesome thank you I've put in too many numbers and got myself confused give me one moment.
[CUSTOMER][POSITIVE] Of course, no worries.
[AGENT][POSITIVE] It's funny.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII]. It'll be a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, I'm showing her effective date is [PII].
[AGENT][NEUTRAL] Uh, she is active on the policy and you say you're needing outpatient benefits for oh, excuse me, I'm sorry, I got hiccups, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay or co-insurance, and she got it has a benefit max up to $1000 per calendar year.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has the patient accumulated anything this year so far?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, no, ma'am. She hasn't, so it is available.
[CUSTOMER][POSITIVE] OK, 1000 stands, perfect. Thank you so much for that information, [PII]. If I could just have a last name initial and a reference number to this call.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, yes ma'am. It's [PII] and as far as um reference number you may use my name in today's date.
[CUSTOMER][POSITIVE] Alrighty perfect thank you very much again and I hope you have a great rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Bye bye.