AccountId: 011433970860
ContactId: 63917625-9076-4bb2-8574-0cfce50051a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135539 ms
Total Talk Time (AGENT): 50956 ms
Total Talk Time (CUSTOMER): 59577 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/63917625-9076-4bb2-8574-0cfce50051a5_20250324T13:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I wanted to see some benefits for a patient that I have coming in for an MRI.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], um, and the phone number is [PII].
[AGENT][NEUTRAL] Thank you, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Of course, it's gonna be 148553.
[CUSTOMER][NEUTRAL] 4 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, his name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing there's no policies active with us at this time. Um, this particular policy was effective from [PII].
[AGENT][NEUTRAL] They did have a policy after that, but the, um, did you need that information?
[CUSTOMER][NEUTRAL] Um, so they don't have an active, um, policy right now, as of right now.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All right, perfect. Um, no, I think that's it. I mean, if there's no uh active policy, then it's fine. I'll just have to ask the, um, the patient if there's any other um gap insurance that they have. All right, perfect. Um, is there any way I can have your last name initial just for my notes?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, it's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for all your help today.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was all right. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great week.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.