AccountId: 011433970860
ContactId: 89e9bd82-3abf-468c-bd59-d2ffd4e29563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102949 ms
Total Talk Time (AGENT): 36729 ms
Total Talk Time (CUSTOMER): 45202 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/89e9bd82-3abf-468c-bd59-d2ffd4e29563_20250108T17:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, yes, good, good afternoon. My name is [PII] from Baptist Outpatient verification department. I'm just calling to check, uh, coverage your patient has for outpatient services.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEGATIVE] It's uh 0.
[CUSTOMER][NEUTRAL] 233
[CUSTOMER][NEUTRAL] 605
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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].
[AGENT][NEUTRAL] And I do show for the outpatient the per day maximum is $250.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The rest would be the patient's responsibility, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. And can I have a reference number for this call?
[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] OK. Uh, no, that would be it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm. OK.