AccountId: 011433970860
ContactId: 72b492b1-aa5c-47f3-bae3-6eb819b7fbed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105410 ms
Total Talk Time (AGENT): 53860 ms
Total Talk Time (CUSTOMER): 41729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/72b492b1-aa5c-47f3-bae3-6eb819b7fbed_20250128T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you. I'm sorry, your name is [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Oh, OK, thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for the patient, please.
[AGENT][NEUTRAL] OK, can I help you with the policy number?
[CUSTOMER][NEUTRAL] It's 1341924, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] What's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is Mildred Tribe. Date of birth [PII].
[AGENT][POSITIVE] Thanks for that information, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Showing an effective date.
[AGENT][NEUTRAL] Of [PII], this policy is active at this time, and you said this is for outpatient facility?
[CUSTOMER][NEUTRAL] For outpatient hospital, yes. How much have per year, how much has been just please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The maximum outpatient benefit is up to $6000. That is a per calendar year benefit. Uh, the information provided is verification, not a guarantee of payment. Uh, so far of that amount, nothing has been used for [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, perfect. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Mhm, did you have any other questions prior to me giving you this information?
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][NEUTRAL] OK, [PII], you'll use my name in today's status reference for today's call [PII], and anything else?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alrighty thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.