AccountId: 011433970860
ContactId: aff4fe48-76f5-44a8-81df-084feb17895f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79660 ms
Total Talk Time (AGENT): 33243 ms
Total Talk Time (CUSTOMER): 37008 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/aff4fe48-76f5-44a8-81df-084feb17895f_20250122T21:07_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII], trying to verify uh benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Call back number [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. And the policy number of the member?
[CUSTOMER][NEUTRAL] OK, it's gonna be the uh inpatient benefit and that's gonna be 02241482 ML7.
[AGENT][NEUTRAL] And that member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] You're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh thank you for.
[AGENT][NEUTRAL] This member has inpatient benefits of $1000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. This is a gap insurance that assists with the deductible, co-pay and co-insurance to the primary, and this policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Fantastic thank you so much for your time that's gonna be all I need for today.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day as well. Good bye.
[CUSTOMER][NEUTRAL] You too bye bye.