AccountId: 011433970860
ContactId: a4f940c6-b520-403f-98b0-71e910c97fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183369 ms
Total Talk Time (AGENT): 80399 ms
Total Talk Time (CUSTOMER): 44883 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a4f940c6-b520-403f-98b0-71e910c97fac_20250114T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Authorizations um to get benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with benefits. Did you say your name was [PII]?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, that's going to be 02563214 ML8.
[AGENT][NEUTRAL] And the patient's um name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much. Let me pull that patient in for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount per calendar year of $6000 and then he also has an outpatient benefit amount per calendar year of $6000.
[CUSTOMER][NEUTRAL] 6000. OK, for out pay has anything been used?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me just one moment and I'll look that up.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much and can I please have your first name and first initial to your last name?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] My initial is [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII], and is there a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.