AccountId: 011433970860
ContactId: 44f2928b-350d-441f-976e-85e1487583eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171039 ms
Total Talk Time (AGENT): 76113 ms
Total Talk Time (CUSTOMER): 41425 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/44f2928b-350d-441f-976e-85e1487583eb_20250128T18:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I need to verify a patient's eligibility and benefits.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with eligibility and benefits today, and [PII], do you mind if I get a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and the policy number?
[CUSTOMER][NEUTRAL] Policy number for the patient is going to be 2502546.
[AGENT][POSITIVE] Thank you I appreciate that. Give me one moment to get everything pulled up for you.
[AGENT][POSITIVE] All right, wonderful. Thank you so much for your patience, and if you could verify your patient's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, I do see her here. She is current and active with an effective date of.
[AGENT][NEUTRAL] [PII] and let me get those benefits pulled up for you. You said outpatient correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I do wanna let you know that any benefit information I give you over the phone is just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And it looks like she has an outpatient benefit max of $2500 per calendar year.
[CUSTOMER][NEUTRAL] $2500 for a calendar year.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK, has she used any of it?
[AGENT][POSITIVE] It's an excellent question. Let me look at that for you.
[AGENT][NEGATIVE] I'm not showing any benefits to you so far this calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome and I'm sorry, can I get your first name and last name initial?
[AGENT][NEUTRAL] Yeah, you betcha. It's [PII], first initial, last name, [PII].
[CUSTOMER][NEUTRAL] Perfect, is there a reference number to this call?
[AGENT][NEUTRAL] Yeah, it's just gonna be my first and last name and today's date.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] So thank you so much for calling APL, Miss [PII], and you have such a fabulous day.
[CUSTOMER][POSITIVE] Thank you bye bye.