AccountId: 011433970860
ContactId: 79fdc978-b057-42ba-98a9-eac3c33f9e88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103339 ms
Total Talk Time (AGENT): 53899 ms
Total Talk Time (CUSTOMER): 33238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/79fdc978-b057-42ba-98a9-eac3c33f9e88_20250213T21:09_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Baptist Hospital in [PII]. My name is [PII]. I'm just calling to see what patients currently active with you guys.
[AGENT][NEUTRAL] I can certainly look up [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] 0148 0377 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], I mean yeah, [PII].
[AGENT][POSITIVE] Thank you and the um
[AGENT][NEUTRAL] Patient's uh date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. It does look like the policy went into effect on [PII] and uh this individual is current with this policy. Now, is there anything else at all that I can tell you about the policy besides just the that eligibility of that one person?
[CUSTOMER][NEUTRAL] Uh, how much is the benefits for an outpatient facility?
[AGENT][NEUTRAL] OK, so what we will do is we will pick up the deductible, co-payment or co-insurance for outpatient services up to $500 per calendar day. That's just the verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And that is for outpatient hospital services.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, that'll be it. Could you give me your name?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] Alrighty thank you have a great day.
[AGENT][POSITIVE] Hey, there's anything else I can help with, thanks for contacting API.