AccountId: 011433970860
ContactId: 5a0c3f79-de10-4cdf-ac2a-7b6d02c11765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156869 ms
Total Talk Time (AGENT): 54167 ms
Total Talk Time (CUSTOMER): 48777 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5a0c3f79-de10-4cdf-ac2a-7b6d02c11765_20250227T18:50_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]. I'm calling from Baptist Outpatient Services. I need to verify a patient's um gap plan if it's active and how much is remaining in the outpatient services, please.
[AGENT][NEUTRAL] OK, [PII], so you're needing eligibility and benefit information with any accumulation, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 1318428 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and so any information that I do provide for you will be a verification of benefits, [PII], not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, now [PII], she is no longer covered under this policy, according to the records, this is now an individual this is for the subscriber only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. Um, can you provide me a reference number for our call, please?
[AGENT][NEUTRAL] Sure, uh, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, and what's the first initial to your last name, [PII]?
[AGENT][NEUTRAL] S as [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] Well, I hope you do too, and if that is all I can help you with, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye-bye.