AccountId: 011433970860
ContactId: 99e1f7ca-a89b-4c54-b3ea-04cf6434ecb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102919 ms
Total Talk Time (AGENT): 36428 ms
Total Talk Time (CUSTOMER): 35341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/99e1f7ca-a89b-4c54-b3ea-04cf6434ecb7_20250428T20:41_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a patient's plan with you guys is still active and how much is remaining with their outpatient services, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Sure. [PII], no extension.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, 01839223 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for outpatient, we cover up to $500 per day and that's for the co-pay, the coin.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.