AccountId: 011433970860
ContactId: 58e5073b-7c58-4c2d-8044-8850af847833
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159479 ms
Total Talk Time (AGENT): 57894 ms
Total Talk Time (CUSTOMER): 58639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/58e5073b-7c58-4c2d-8044-8850af847833_20250310T13:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm looking to verify benefits for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. My last name initial [PII]. My callback number is [PII]. You're welcome. [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility to correct.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And what is that member's policy number?
[CUSTOMER][NEUTRAL] The policy number is the number 2501744.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits and eligibility for what place of service [PII]?
[CUSTOMER][NEUTRAL] Uh, for outpatient, please.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] The member has outpatient benefits of $1000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. And have they met any of those $1000?
[AGENT][NEGATIVE] They have not utilized any of their benefits for [PII].
[CUSTOMER][NEUTRAL] How about for [PII]?
[AGENT][NEUTRAL] I mean, I, I meant to say 2025. My apologies.
[CUSTOMER][POSITIVE] Oh, OK, no worries. No, it's OK. Thank you so much. Um, can I have your name, last name, initial and a reference number for my notes, please?
[AGENT][NEUTRAL] My name is [PII], and today's date as a reference because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] All right, and your last name initial [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. Perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that'd be all, thank you very much.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank