AccountId: 011433970860
ContactId: 48ac6091-dc74-41dd-b7fa-44b2bae95559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164070 ms
Total Talk Time (AGENT): 67539 ms
Total Talk Time (CUSTOMER): 62947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/48ac6091-dc74-41dd-b7fa-44b2bae95559_20250107T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. I'm currently calling from Baptist Hospital in [PII]. I just want to call to verify your insurance that we have for a patient.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Let me tell you that number right now.
[CUSTOMER][NEUTRAL] The only exception extension I have is under [PII].
[AGENT][NEUTRAL] OK. And what's the full callback number?
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is under 1628529.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The first name is [PII] mean [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient for urgent care.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, awesome. Thank you very much, ma'am. I appreciate your help.
[AGENT][NEUTRAL] OK, [PII], is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, could I just get a um, a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] My last initial is [PII] and today's date.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Alright, that's all I need. Thank you, ma'am, for everything for today.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you.