AccountId: 011433970860
ContactId: 6b177320-fb64-4ed7-862c-7fff0e2ca2d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153460 ms
Total Talk Time (AGENT): 78703 ms
Total Talk Time (CUSTOMER): 43919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6b177320-fb64-4ed7-862c-7fff0e2ca2d3_20250115T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from BJC Women's Health, uh, from the Doctor [PII]'s office. I was just calling to verify benefits or eligibility for a patient member.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits and can you please tell me your name again?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh it is [PII]
[AGENT][NEUTRAL] Thank you. And then what is um Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII]
[AGENT][NEUTRAL] Uh, [PII] OK, thank you. And then what is her policy number, please?
[CUSTOMER][NEUTRAL] Uh, hold on, it's 02486188.
[AGENT][NEUTRAL] OK, let me pull that policy in for us.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has.
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] A supplemental insurance policy that's billed secondary to her primary. The policy is gap policy that helps with deductible, co-pay or co-insurance. She has an inpatient benefit amount per calendar year of $5000 and an outpatient calendar year benefit amount of $6000.
[CUSTOMER][NEUTRAL] OK, and then what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much and then can I get a reference number for this call please?
[AGENT][NEUTRAL] Yes, it's my name, day date.
[CUSTOMER][POSITIVE] Thank you so much. Alright, that's all I have.
[AGENT][POSITIVE] You're you're very welcome [PII] you have a good rest of your week. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.