AccountId: 011433970860
ContactId: 668b239e-f816-4725-9913-dc3a66acd34e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177270 ms
Total Talk Time (AGENT): 88768 ms
Total Talk Time (CUSTOMER): 60311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/668b239e-f816-4725-9913-dc3a66acd34e_20250214T16:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling to see if you're able to help me verify some, uh, verify a policy number.
[AGENT][NEUTRAL] OK, you need eligibility today or benefits.
[CUSTOMER][NEUTRAL] Uh, eligibility
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the benefit of igility.
[AGENT][NEUTRAL] OK, sure, no problem. Alright, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It just it just so I'm not sure if you're able to see the caller ID just because I don't know my number because I'm calling from a computer and they don't actually give us our numbers for the phone. I think it was [PII] and it ends in [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. All right. Thank you. All right, and um you're calling from which facility of provider?
[CUSTOMER][NEUTRAL] Baptist Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 0241111 and then they have OML 7. I'm not sure if that's correct.
[AGENT][NEUTRAL] OK, that was 02411110 or is it 111 and then you have the email.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I believe it's 0.
[AGENT][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you. All right. And um you said you need eligibility and it's gonna be for outpatient benefits or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient for urgent care?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, OK, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 1000 per covered person per calendar year.
[CUSTOMER][POSITIVE] OK, perfect. um, and what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] OK, and that would be the reference number for um for today?
[AGENT][NEUTRAL] Yes, that will be the reference numbers. We, we don't have numbers, so you can use my name in the state.
[CUSTOMER][POSITIVE] Perfect, just wanna make sure. OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.