AccountId: 011433970860
ContactId: a320ecdb-5b79-4e81-bce8-3ab138726090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122779 ms
Total Talk Time (AGENT): 51040 ms
Total Talk Time (CUSTOMER): 54268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/a320ecdb-5b79-4e81-bce8-3ab138726090_20250418T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services in [PII]. I just wanted to see because we do have a patient with APL GA and we just wanted to verify their benefits.
[AGENT][POSITIVE] OK, I'm happy to check benefits, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] Um, yes, policy number is going to be, let me pull this up here in the system. Policy number is 02255674, the letters M as in Mary, L as in Lima, and the number 8.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yep, patient's name is [PII].
[CUSTOMER][NEUTRAL] Let me spell up [PII]. And the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So, patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] Um, we are the secondary insurance, so it does cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] This patient's plan has an outpatient benefit max for the calendar year it looks like of $1000.
[CUSTOMER][NEUTRAL] OK, perfect. Has she met anything from that $1000?
[AGENT][NEUTRAL] Uh, looks like nothing's been used as of today.
[CUSTOMER][POSITIVE] OK, perfect. All right, [PII], thank you so much. All I would need now is just a reference number if you guys provide any.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] Last initials [PII].
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. Have a great day. Enjoy your weekend, [PII].
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.