AccountId: 011433970860
ContactId: 524bd8f7-23da-4084-bbc3-0247703f711a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140389 ms
Total Talk Time (AGENT): 40786 ms
Total Talk Time (CUSTOMER): 44582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/524bd8f7-23da-4084-bbc3-0247703f711a_20250414T21:41_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. My name is [PII]. I'm calling from Baptist Hospital. I just wanted to inquire about this patient's eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02295788.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I show the member is effective 11-2023. Policy is active.
[CUSTOMER][NEUTRAL] OK, great. Um, and
[CUSTOMER][NEUTRAL] Can you tell me how much they've used uh for like their year amount?
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] Um, is it for outpatients?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm not a guarantee of payment basic outline. Um, 3500 is the outpatient benefit and let's see if he's used anything.
[AGENT][NEUTRAL] Uh, looks like he's used everything for the calendar year.
[CUSTOMER][NEUTRAL] OK, got it, thank you. um, may I just have your name again for a reference?
[AGENT][NEUTRAL] It's [PII], first initial to last name, [PII], and then today's date would be the reference with my name.
[CUSTOMER][POSITIVE] Got it. Well, thank you so much for your help, [PII]. Have a good night.
[AGENT][POSITIVE] Thank you for calling APLU as well.