AccountId: 011433970860
ContactId: 46eb45e1-156c-4bd7-b310-3bb1c40afa5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131220 ms
Total Talk Time (AGENT): 60117 ms
Total Talk Time (CUSTOMER): 43716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/46eb45e1-156c-4bd7-b310-3bb1c40afa5e_20250110T17:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from Baptist Hospital. I would like to check eligibility and benefits for a member, please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a callback number I can get?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 20 I'm sorry, 0249.
[CUSTOMER][NEUTRAL] 6550 letter M as in Mary, L as in Lima, and number 8.
[AGENT][NEUTRAL] Uh, thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth, so [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment? Is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, this policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance for outpatient, we'll pay up to $1500 per calendar year.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Do you have any reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.