AccountId: 011433970860
ContactId: 55338fb3-db81-4778-b327-3da84caa4ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139699 ms
Total Talk Time (AGENT): 46609 ms
Total Talk Time (CUSTOMER): 55371 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/55338fb3-db81-4778-b327-3da84caa4ae7_20250130T17:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][POSITIVE] Thank you for calling ATL. My name is.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good I'm calling to verify some um eligibility and benefits.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, sir, if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Yes, a good call back number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, all I heard was [PII].
[CUSTOMER][NEUTRAL] Oh, OK, just didn't know if you got that [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy the policy number that I have here is 01858587ML7.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] 018585887
[CUSTOMER][NEUTRAL] Yeah, ML 7.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect um.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I just show the outpatient calendar, your maximum is $2000.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and then I did wanna ask, do you have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][POSITIVE] No that'll be all thank you so much have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.