AccountId: 011433970860
ContactId: 6fa8a905-ffa5-4859-ae02-6cb34bf8c933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103269 ms
Total Talk Time (AGENT): 57039 ms
Total Talk Time (CUSTOMER): 32771 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/6fa8a905-ffa5-4859-ae02-6cb34bf8c933_20250205T14:50_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] Good morning. I'm calling from Baptist Hospital to check patient eligibility and benefits, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][POSITIVE] Thank you, [PII] and what is a good callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 02519622.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Name is [PII], born [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with the eligibility and benefits for [PII]. I'm showing that his policy is active.
[AGENT][NEUTRAL] Effective date is [PII]. Are you needing inpatient or outpatient benefit?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] Alright, he does have outpatient coverage up to $5000 per calendar year, and that is a verification of coverage, not a guarantee of payment.
[AGENT][NEUTRAL] And [PII], at this time, he has not used any of that benefit for [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] No, that's gonna be it. But thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.