AccountId: 011433970860
ContactId: a8bf3692-2d8e-4c68-ad45-8c4fcc3bb703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81500 ms
Total Talk Time (AGENT): 35463 ms
Total Talk Time (CUSTOMER): 38397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a8bf3692-2d8e-4c68-ad45-8c4fcc3bb703_20250103T15:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Calling APO my name
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Baptist Primary Care and I just wanna verify a patient's eligibility.
[AGENT][POSITIVE] I'll be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][POSITIVE] I'll be happy to
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 01947645 M like Mary L like Larry 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [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 were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it's outpatient, it's primary care.
[AGENT][NEUTRAL] Now I do show with this policy, uh, treatment in office or clinic setting is not covered.
[CUSTOMER][POSITIVE] Oh got you OK that's perfect. I'll make a note of it thank you so much, [PII].
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Nope, that is everything thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.