AccountId: 011433970860
ContactId: 60aceb3d-ff6b-498e-9a52-ec4bf48371a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122160 ms
Total Talk Time (AGENT): 54018 ms
Total Talk Time (CUSTOMER): 42684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/60aceb3d-ff6b-498e-9a52-ec4bf48371a7_20250506T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Outpatient Services for, uh, to make sure patients, uh, policy is active, please.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Policy number 02568286.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And we're just checking the eligibility dates for you today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you. I'm showing an effective date of [PII]. Uh, this policy is active at this time and did you have any other questions?
[CUSTOMER][NEUTRAL] Um, actually, yes, before I let you go, does the patient have a maximum amount?
[AGENT][NEUTRAL] For what type service?
[CUSTOMER][NEUTRAL] For medical for diagnostics.
[AGENT][NEUTRAL] So is it gonna be done in a diagnostic facility?
[CUSTOMER][NEUTRAL] Uh, yes, outpatient facility.
[AGENT][NEUTRAL] OK, OK, so the maximum outpatient benefit is up to $1500 per calendar year and of course the information provided is verification, not a guarantee of payment. I don't show any of that benefit used at this time.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK great I appreciate you very much. Can I please have your name again?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII].
[AGENT][NEUTRAL] OYA first initial last name is [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you very much, [PII] for your help today. I appreciate that.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.