AccountId: 011433970860
ContactId: 525102f5-6c34-40b8-8412-d0c6d993cdeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114309 ms
Total Talk Time (AGENT): 40080 ms
Total Talk Time (CUSTOMER): 42373 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/525102f5-6c34-40b8-8412-d0c6d993cdeb_20250421T21:50_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. Um, I'm just trying to verify if this patient is still active with you guys.
[AGENT][NEUTRAL] OK, [PII], I can verify eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 00 0 sorry it's 02295788.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Uh, I show the policy effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, and how much have they used towards their allotted amount?
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] Um, it looks like he's used, uh, 3500. I think that's his amount. Let me double check.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy, and yes, his calendar year maximum is 3500 and he's utilized all of it.
[CUSTOMER][NEUTRAL] OK, got it, thank you. um, may I just have your the first initial of your last name for reference?
[AGENT][NEUTRAL] Uh, first initial is [PII], and can I help with anything else today?
[CUSTOMER][POSITIVE] No, that was it thank you so much for your help, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You as well bye bye.