AccountId: 011433970860
ContactId: 83fe15fb-7472-4120-8c0c-64788bd2290d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172929 ms
Total Talk Time (AGENT): 56842 ms
Total Talk Time (CUSTOMER): 74607 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/83fe15fb-7472-4120-8c0c-64788bd2290d_20250314T13:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. How are you? Happy Friday.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing good, thanks for asking. My name is [PII]. I'm calling from um uh Baptist Urgent Care. I'm calling just to get um eligibility for this patient.
[AGENT][NEUTRAL] OK. Do you have a phone number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] I do. I will tell you right now, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Policy number is 019434.
[CUSTOMER][NEUTRAL] 38 M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits for outpatient urgent care?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Inpatient urgent care.
[AGENT][NEUTRAL] Uh, it's inpatient.
[CUSTOMER][NEUTRAL] And yeah, sorry, sorry, yeah, yeah, yeah, what you said, sorry, I don't know what I said.
[AGENT][NEUTRAL] Outpatient, OK.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm sorry if you could just give me one quick moment before you let me know, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hello? I'm so sorry about that. I was getting another call. Uh huh OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I can give you those benefits. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance only will pay up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] Perfect, so she's currently active from [PII] you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome thank you so much that's all I needed to know and you said your name was [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the last letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I mean the first letter of your last name [PII] wonderful thank you so much for your help, [PII]. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.