AccountId: 011433970860
ContactId: 3919a4cf-7bed-41cb-a340-54a8ba89599a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109550 ms
Total Talk Time (AGENT): 51229 ms
Total Talk Time (CUSTOMER): 40383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3919a4cf-7bed-41cb-a340-54a8ba89599a_20250206T18:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Hospital to check patient eligibility and benefits, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 01611724ML8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Um, sorry, [PII], born [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And uh what type of benefits did you want to go over today?
[AGENT][NEUTRAL] Outpatient?
[CUSTOMER][NEUTRAL] Um, her, uh, yes, please, and the amount that's been used so far.
[AGENT][NEUTRAL] OK. Uh, so the calendar year max, um, per insured is $1500. And let me see if it has been used for this year. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And so far none has been used for this year.
[CUSTOMER][POSITIVE] OK, got it, thank you so much for your help today.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.