AccountId: 011433970860
ContactId: 8654d43a-3bc0-4340-9734-e1f99e2a52fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112830 ms
Total Talk Time (AGENT): 50930 ms
Total Talk Time (CUSTOMER): 43371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8654d43a-3bc0-4340-9734-e1f99e2a52fc_20250618T15:38_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, this is [PII] with um Baptist Elite in [PII]. I'm needing to make sure that a patient has coverage please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Give me that number you said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And can I have that policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] Yes ma'am, it is policy is 1,363,150.
[AGENT][NEUTRAL] And what is that member's name and date of birth that you're calling to verify eligibility for today, [PII]?
[CUSTOMER][NEUTRAL] OK, it is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So [PII]'s policy has been active since [PII] and it is currently active. And what benefits are you inquiring about inpatient, outpatient, offices?
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] So the policy does not cover the office visits unfortunately, however, the treatment received in the office falls under her outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the $3500 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy coverage. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get a reference for the call?
[AGENT][NEUTRAL] We don't provide reference numbers unfortunately [PII], is there anything else that I could assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much bye bye.
[AGENT][NEUTRAL] Bye.