AccountId: 011433970860
ContactId: 371d9961-c937-452d-a83b-7def9af784e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127139 ms
Total Talk Time (AGENT): 42700 ms
Total Talk Time (CUSTOMER): 59306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/371d9961-c937-452d-a83b-7def9af784e9_20250317T14:52_UTC.wav
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[AGENT][NEUTRAL] You for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. I am calling because I have a patient um that has uh insurance with you guys. I just wanted to know if the patient had um active coverage as of today.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, 940982. The name is [PII] sorry, [PII], I think that I see.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for inpatient, I wanna know if they have, um, it's gonna be for an outpatient freestanding facility. I wanna know the calendar year amount and remaining balance as an outpatient.
[AGENT][NEUTRAL] OK, outpatient is $1000 per calendar year and.
[AGENT][NEUTRAL] She has.
[AGENT][NEUTRAL] Only use $50 of that.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Um, perfect. Thank you so much. Can I please have, um,
[AGENT][NEUTRAL] Was there anything else?
[CUSTOMER][NEUTRAL] Can I please have the uh your name last initial, a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect, no, [PII], thank you so much. That was all that I needed. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.