AccountId: 011433970860
ContactId: 35768ac0-f6c1-4549-8f04-654890abd61b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110910 ms
Total Talk Time (AGENT): 57782 ms
Total Talk Time (CUSTOMER): 32440 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/35768ac0-f6c1-4549-8f04-654890abd61b_20250625T12:12_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. Uh, my name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 72636871.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], day of [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient hospital, how much per year and how much has been used, please?
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4500 per calendar year and
[AGENT][NEGATIVE] So far, nothing has been used.
[CUSTOMER][POSITIVE] Perfect. Can you please help me with the reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you very much and have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.