AccountId: 011433970860
ContactId: 8e4e747b-eb1e-4643-b071-c17c1c23d80d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143139 ms
Total Talk Time (AGENT): 65921 ms
Total Talk Time (CUSTOMER): 54767 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8e4e747b-eb1e-4643-b071-c17c1c23d80d_20250205T19:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Baptist Hospital to check benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have your um spelling of your name?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] [PII] pronounce your name for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Aah, could you verify the members, the callback number and then the member's policy number?
[CUSTOMER][NEUTRAL] OK, so callback number would be [PII].
[CUSTOMER][NEUTRAL] And then oh whenever you're ready you have the member ID.
[AGENT][POSITIVE] I'm ready for it.
[CUSTOMER][NEUTRAL] OK, so that would be 1659159 and name is [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits and eligibility, so let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 250-5674. That's 2505674.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active and you're calling to verify benefits and eligibility for what place of services it inpatient, outpatient, office visits?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] For hospital outpatient.
[AGENT][NEUTRAL] This member's policy has outpatient benefits.
[AGENT][NEUTRAL] Of $2500 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, has he used any as of now?
[AGENT][NEUTRAL] No, he has not used any of his benefits for [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much do you have a reference number?
[AGENT][NEUTRAL] We don't provide those [PII], but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, how can I spell out your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much hope you have a great day.
[AGENT][POSITIVE] Thanks for calling API. You have a great one as well.