AccountId: 011433970860
ContactId: 3a9db68d-4ab3-4f14-8c07-d0c9425cb3ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105919 ms
Total Talk Time (AGENT): 52459 ms
Total Talk Time (CUSTOMER): 32248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3a9db68d-4ab3-4f14-8c07-d0c9425cb3ef_20250219T19:53_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] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify your eligibility and benefits for a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02337124.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], the Uber [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, outpatient hospital, how much uh the patient has per year and how much has been used.
[AGENT][NEUTRAL] OK. Um, so for outpatient calendar year, the max is $1000. Let me see how much she used. Hold on one second.
[AGENT][NEGATIVE] And so far, none of the benefits have been used for [PII].
[CUSTOMER][NEUTRAL] OK. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you and have a good day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.