AccountId: 011433970860
ContactId: 8c9dcbfb-b9ac-4d7a-bd78-54898fdc2540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149429 ms
Total Talk Time (AGENT): 62749 ms
Total Talk Time (CUSTOMER): 60198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8c9dcbfb-b9ac-4d7a-bd78-54898fdc2540_20250203T14:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from um Baptist, uh, Baptist Health, and we have a mutual patient that I need to verify her benefits.
[AGENT][NEUTRAL] OK, I can help you. And so is this outpatient facility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 0202.
[CUSTOMER][NEUTRAL] 1779 MLE.
[AGENT][NEUTRAL] Can I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] And can I just put you on a, let me, let me put you on a brief hold. Let me, I just wanna let her know that I have somebody on the phone. Hold on.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, OK, thanks.
[CUSTOMER][NEUTRAL] Hello ma'am?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, great, um.
[CUSTOMER][NEUTRAL] And OK, so the patient's name is [PII], last name is [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thanks for that, [PII]. I'm showing an effective date of [PII] of this policy is active at this time.
[AGENT][NEUTRAL] And I show the maximum outpatient benefit is up to $7350.
[AGENT][NEUTRAL] Her calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I do not show any of that benefit used at this time and of course information provided is verification, not a guarantee of payment and any other questions I can assist with today?
[CUSTOMER][NEUTRAL] Um, does she have a co-payment for urgent care?
[AGENT][NEUTRAL] It's not a co-pay. This is a policy is a, uh, Metin policy.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, this is a supplemental. I'm just used to asking. OK.
[AGENT][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] OK, so effective effective date [PII] correct?
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And can I, can I have a reference number for the call, ma'am?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII], first initial and last name is [PII]. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's uh that's all, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.