AccountId: 011433970860
ContactId: a75ff247-479e-4bcf-844e-9919b7c8e480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111059 ms
Total Talk Time (AGENT): 49320 ms
Total Talk Time (CUSTOMER): 37140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a75ff247-479e-4bcf-844e-9919b7c8e480_20250320T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Hospital to check patient eligibility and benefits, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, that is 002175427 ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes please for outpatient hospital.
[AGENT][NEUTRAL] OK, I can give you those. It is, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] We'll pay up to $500 per calendar day for outpatient.
[CUSTOMER][POSITIVE] OK, that sounds great. And your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I have it here. Thank you so much for your help today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.