AccountId: 011433970860
ContactId: 9324eec8-e567-4495-92ca-54cae1e4867a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114169 ms
Total Talk Time (AGENT): 44228 ms
Total Talk Time (CUSTOMER): 43240 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9324eec8-e567-4495-92ca-54cae1e4867a_20250407T17:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I just need to, oh, I'm sorry. My name is [PII]. I'm calling from um Baptist Urgent Care. We have a mutual patient. I just need to check to make sure that her insurance is active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII]. My name's [PII]. If I can get a good call back number for you.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again now?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01854357.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII] Last name [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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Are you show the outpatient calendar year maximum is $1500.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] They feel was active since when?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, that might be [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] [PII] and can I have a reference number for the 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][NEUTRAL] And make a date and time.
[CUSTOMER][POSITIVE] No, that is all. Thank you, ma'am.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.