AccountId: 011433970860
ContactId: a55ccf54-1acb-40b3-814b-1c805e22d82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87949 ms
Total Talk Time (AGENT): 36370 ms
Total Talk Time (CUSTOMER): 39691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a55ccf54-1acb-40b3-814b-1c805e22d82d_20250331T19:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from West Kendal Baptist Hospital in [PII]. I'm trying to check eligibility for a patient if I can.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII] direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 01611596 letter M as in Mike L as in Larry the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], born on [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] Uh, no, she came in. Let me just make sure I'm gonna see. She came in for, uh, emergency services only.
[AGENT][NEUTRAL] So that's outpatient, correct?
[AGENT][NEUTRAL] So that will be OK, so that would fall under the $1500 per calendar year benefit.
[CUSTOMER][NEUTRAL] Outpatient, yes, I'm sorry, yeah.
[CUSTOMER][POSITIVE] OK. Thank you again. You have a lovely day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too, take care.
[AGENT][NEUTRAL] Mhm bye bye.