AccountId: 011433970860
ContactId: 302d856b-41e2-47f0-9a4a-71e70578b800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182259 ms
Total Talk Time (AGENT): 92455 ms
Total Talk Time (CUSTOMER): 65480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/302d856b-41e2-47f0-9a4a-71e70578b800_20250123T16:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Verification. I'm calling in regards to this patients to get their outpatient hospital benefits of the year.
[AGENT][POSITIVE] It it would be my pleasure to assist you with benefits, Bonne. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number for the patient is 016.
[CUSTOMER][NEUTRAL] 28877. M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And it would be my pleasure to assist you with eligibility and benefits. Now, the policy number you gave me is actually no longer active as of [PII]. Now, she does have active coverage under another policy number. Can I give you the correct policy number?
[CUSTOMER][POSITIVE] Oh yes, please.
[AGENT][NEUTRAL] As of [PII], her active policy number is 243.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 2942.
[CUSTOMER][NEUTRAL] 422432942. And is there a group number?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] There is a group number and that group number is, should be the same, 22525.
[CUSTOMER][POSITIVE] OK perfect thank you so much for that [PII].
[AGENT][POSITIVE] My pleasure, and it would be a pleasure to assist you with that outpatient benefit. She does have outpatient coverage up to $5000 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment at this time, she has that full benefit remaining.
[CUSTOMER][POSITIVE] Perfect, so it's 5000 per year and it's still remaining.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect, [PII], how do you spell your name? I'm sorry.
[AGENT][NEUTRAL] It's [PII]. If you need a reference number, it would be my name and today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect thank you so much.
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling the APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.