AccountId: 011433970860
ContactId: 81d3c45c-35fd-4038-a1c0-333c1b6e483c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105949 ms
Total Talk Time (AGENT): 35559 ms
Total Talk Time (CUSTOMER): 55488 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/81d3c45c-35fd-4038-a1c0-333c1b6e483c_20250602T14:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from a um Baptist Health Outpatient surgical center. I'm calling to get um benefit information for a patient that's coming in for surgical procedure on [PII].
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 1480502 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII], sorry, and last name is [PII].
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show the per day maximum for outpatient services is $500.
[CUSTOMER][NEUTRAL] sport
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so per day is 500.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. Do you guys do um call reference numbers or no?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][POSITIVE] Thank you have a good one.