AccountId: 011433970860
ContactId: 6b880981-c321-4039-96ff-5faf1b2e1db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122970 ms
Total Talk Time (AGENT): 65340 ms
Total Talk Time (CUSTOMER): 41915 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/6b880981-c321-4039-96ff-5faf1b2e1db8_20250114T17:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, good afternoon, [PII]. My name is [PII] and I'm calling from Baptist Hospital.
[AGENT][POSITIVE] Good afternoon, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh yes, I'm just calling just to see um for eligibility and how much you guys cover the patient for hospital outpatient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with benefits and eligibility. What is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh yes, it's uh 02554589.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], I am showing that [PII]'s policy is active. The effective date is [PII].
[AGENT][NEUTRAL] And she does have outpatient coverage up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and the patient, does the patient still have the 1500 available?
[AGENT][NEUTRAL] As of right now, that benefit is available for [PII].
[CUSTOMER][NEUTRAL] OK, alright, perfect, um, and [PII], what's the first letter to your last name please and a reference number?
[AGENT][NEUTRAL] The reference number is going to be my name in today's date, and I spell my name [PII]. It was a pleasure to help you with those benefits, [PII]. Anything, I'm sorry, [PII], anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] No, thank you so much that will be all. I hope you have a good day.
[AGENT][POSITIVE] Hope you have a great one as well. Thank you for calling APL and take care.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.