AccountId: 011433970860
ContactId: aeb30fac-00be-4eab-bc50-06f66b6a92a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224699 ms
Total Talk Time (AGENT): 72144 ms
Total Talk Time (CUSTOMER): 80723 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/aeb30fac-00be-4eab-bc50-06f66b6a92a3_20250527T13:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Baptist Outpatient Services regarding a mutual patient. I'm just trying to, uh, verify benefits for outpatient benefits of the year.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a
[AGENT][NEUTRAL] Your name and a callback number.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My last name initial is [PII] My best callback number is [PII] direct line.
[AGENT][NEUTRAL] But, thank you. What is the policy number of the member that you're calling to verify benefits eligibility for?
[CUSTOMER][NEUTRAL] It's gonna be 024373361 ML 8.
[CUSTOMER][NEUTRAL] And member's name is [PII]. Date of birth is September.
[AGENT][NEUTRAL] Could you give me a moment because I haven't pulled up the policy yet.
[CUSTOMER][POSITIVE] Of course, no worries.
[AGENT][NEUTRAL] So what is the policy number you gave me 024373361?
[CUSTOMER][NEUTRAL] Correct, ML8.
[AGENT][NEUTRAL] That's not pulling up a policy, so could you verify to make sure that that is the correct policy number for me?
[CUSTOMER][NEUTRAL] Of course one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, here on the on the member's ID card, uh, do I give you the payer ID because I don't see member ID.
[AGENT][NEUTRAL] No, it should say cert number or policy number.
[CUSTOMER][NEUTRAL] Oh, OK, understood. Alright, so, uh, outpatient benefits er number is 02473361ML8.
[AGENT][NEUTRAL] I think you added a 3, someone added a 3 in the system.
[AGENT][NEUTRAL] That's not what you gave me in the beginning it's similar, but there was a 23.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you Gladys you call to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, that'll be an outpatient diagnostic facility free standing.
[AGENT][NEUTRAL] This member's policy has been active since.
[AGENT][NEUTRAL] [PII] and is currently active. The member has outpatient benefits of $300 per calendar day for and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um does the patient have any oh but it's 300 per calendar day understood.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for that, [PII]. If I can just uh have.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, if I could just have um a reference number to this call.
[AGENT][NEUTRAL] We don't provide those Gladys. however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Alright, perfect. Thank you so much, [PII], for your help today. I do hope you have a great rest of your day today.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well, Gladys. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.