AccountId: 011433970860
ContactId: 65e089cf-416c-4a85-9c58-2d71488c88c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137300 ms
Total Talk Time (AGENT): 50449 ms
Total Talk Time (CUSTOMER): 38067 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/65e089cf-416c-4a85-9c58-2d71488c88c5_20250429T13:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get uh, benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number please for the member?
[CUSTOMER][POSITIVE] Thank you and may I have
[CUSTOMER][NEUTRAL] It's going to be 02519622.
[AGENT][POSITIVE] Thank you very much, [PII], one moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you so much and you're calling for eligibility and benefits for outpatient. Give me one second please.
[AGENT][NEUTRAL] Thank you and the member shows effective as of [PII]. This policy shows active and for outpatient benefits, bear with me please.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to a max of $5000 for the calendar year for covered services.
[CUSTOMER][NEUTRAL] Yes, does, does, uh, the patient have that available?
[AGENT][NEUTRAL] Let me check that for you one moment please, [PII].
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] No, the member does not have that available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So no, they have exhausted the benefit.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm and uh what was I gonna say?
[CUSTOMER][POSITIVE] Well, that's, that's all I needed. Thank you so much. You have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You as well and thank you