AccountId: 011433970860
ContactId: 58997559-e221-4742-b4b8-be928498cff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189740 ms
Total Talk Time (AGENT): 77146 ms
Total Talk Time (CUSTOMER): 53489 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/58997559-e221-4742-b4b8-be928498cff6_20250619T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last name initial [PII]. I'm calling from Baptist Outpatient Services. I'm calling to get uh the outpatient hospital benefits for this patient's gap plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so do you need eligibility also, [PII], or just the benefits?
[CUSTOMER][POSITIVE] Uh just the benefit, thank you.
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It is 016615881 ML 8.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so that's too many numbers. You said 016615881 before the email?
[CUSTOMER][NEUTRAL] No, it is 0166158, then 1, and then ML, the number 8.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. So any information provided today, [PII] will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this policy number that you provided for me, [PII], it's no longer active. This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEUTRAL] And she did have another policy after that, after this policy, but it hasn't been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she has no active um plan with you guys?
[AGENT][NEUTRAL] That is correct. Not at this time. No, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][POSITIVE] OK. Well, you're very welcome. So, can I help you with anything else today?
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.