AccountId: 011433970860
ContactId: 390765b7-ff8e-4972-b28c-efa670eb85c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119760 ms
Total Talk Time (AGENT): 39624 ms
Total Talk Time (CUSTOMER): 53600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/390765b7-ff8e-4972-b28c-efa670eb85c9_20250509T17:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services, um, to see about a gap insurance that I have for a patient that's coming in for a diagnostic exam.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, of course it's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's gonna be I'm sorry, 60801.
[AGENT][NEUTRAL] That's our payer ID.
[CUSTOMER][NEUTRAL] Oh, then the patient put the wrong. Um, is it 80089? Or that's the group number?
[AGENT][NEUTRAL] Mm yeah, that's not enough numbers to be the. Do you have a social?
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] Yes, I do. I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [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].
[AGENT][NEUTRAL] And I do show for outpatient the per day maximum is $1000.
[CUSTOMER][NEUTRAL] OK, perfect. Um, is there any way you can give me the right correct policy number since I got the wrong.
[CUSTOMER][NEUTRAL] Number the patient gave.
[AGENT][NEUTRAL] Sure. Policy number is 2543182.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 82 perfect thank you so much for all your help today.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.