AccountId: 011433970860
ContactId: 7c445a8f-8011-4acb-9d7b-ad431c65aaa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138970 ms
Total Talk Time (AGENT): 62581 ms
Total Talk Time (CUSTOMER): 43940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7c445a8f-8011-4acb-9d7b-ad431c65aaa9_20250611T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital. I just need to verify if this patient was still active with you guys, please.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02555948
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, and how much have they used towards their calendar year?
[AGENT][NEUTRAL] OK, is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, we cover up to 3000 per calendar year for outpatient and so far she has used one moment.
[AGENT][POSITIVE] Oh wow, she's already met the 3000.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] her benefits have been exhausted. Yes, ma'am.
[CUSTOMER][NEUTRAL] So she's used all of it.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Alrighty, um, if I could just have your name again please and a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and my name in today's date is the reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you for your help, [PII].
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.