AccountId: 011433970860
ContactId: 48d10022-570e-41ee-9131-3ec114083ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114750 ms
Total Talk Time (AGENT): 64458 ms
Total Talk Time (CUSTOMER): 35106 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/48d10022-570e-41ee-9131-3ec114083ee7_20250325T16:57_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Outpatient Services in regards to mutual patient for benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02564433
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with eligibility and benefits for our release and you were needing outpatient benefit.
[CUSTOMER][POSITIVE] Correct. They're having a CAT scan scheduled.
[AGENT][NEUTRAL] All right. I can help you with that. I am showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And she does have outpatient coverage up to $3000 per calendar year. That is a verification of coverage, not a guarantee of payment, and at this time, none of that benefit has been used for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that is all. Do you have a reference number or just today's date?
[AGENT][NEUTRAL] It's gonna be my name in today's date and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. You have a wonderful rest of your day.
[AGENT][POSITIVE] Well it's been a pleasure to assist you with those benefits, [PII]. Thank you for calling APL and I hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][NEUTRAL] Bye-bye.