AccountId: 011433970860
ContactId: 41305468-3fe3-4bfa-b546-15a0e6c4342e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117010 ms
Total Talk Time (AGENT): 57678 ms
Total Talk Time (CUSTOMER): 45276 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/41305468-3fe3-4bfa-b546-15a0e6c4342e_20250212T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Hospital. I just wanted to check to make sure this patient was still active and how much they're allotted per calendar day.
[AGENT][NEUTRAL] Sure, I can look at that eligibility and benefits for you. um, KR, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 02336080.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and we're gonna need to look at the was it the outpatient benefit we were looking at?
[CUSTOMER][NEUTRAL] Yes, the outpatient one please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit, it is on a per calendar day basis, um, it is $250 per calendar day.
[CUSTOMER][POSITIVE] Awesome perfect um OK may I have your name again please?
[AGENT][NEUTRAL] Sure, it's uh [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was it thank you um and then if you have a reference number for the call please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, got it thank you so much for your help, [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.