AccountId: 011433970860
ContactId: b0a7f24e-9831-4ee4-8b63-211e5d100439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199899 ms
Total Talk Time (AGENT): 65970 ms
Total Talk Time (CUSTOMER): 46049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b0a7f24e-9831-4ee4-8b63-211e5d100439_20250331T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for the patient, please.
[AGENT][NEUTRAL] You're verifying inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient hospital, please.
[AGENT][NEUTRAL] Outpatient. OK, can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, I just couldn't hear you. I thought it'd be easier for me to ask you to spell it. What's the policy number and a good phone number? OK, in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 6,962,000.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 02446329. M as in Mary, L as in Larry.
[AGENT][NEUTRAL] You gave me 202446-329?
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Yeah, I just need the numbers before the letter L and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information so we're checking eligibility and then.
[AGENT][NEUTRAL] Um, outpatient facility, um, I have that information for you. I'm showing an effective date of [PII] policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $500 per calendar day.
[AGENT][NEUTRAL] Any information provided is verification on a guarantee of payment and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Um, you'll use my name in today's date as reference for today's call [PII].
[CUSTOMER][POSITIVE] Thank you very much and have a good day.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.