AccountId: 011433970860
ContactId: 8c404c66-d68d-456a-88d5-7448b4fc2b0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95739 ms
Total Talk Time (AGENT): 36761 ms
Total Talk Time (CUSTOMER): 31255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8c404c66-d68d-456a-88d5-7448b4fc2b0c_20250610T19:34_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] from Baptist Health.
[CUSTOMER][NEUTRAL] Right, I'm just trying to verify a policy to confirm that it is active.
[AGENT][POSITIVE] I'll be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Absolutely [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02611434.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] No, it's for outpatient benefits.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So is it is
[CUSTOMER][NEUTRAL] No, no, no, go ahead, go ahead, go ahead. I'm sorry.
[AGENT][NEUTRAL] I'm showing the outpatient calendar year maximum is $6500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so very much for your assisting me. I really appreciate it.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, there's nothing else. Thank you. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.