AccountId: 011433970860
ContactId: b23cdc91-0280-4124-b40b-c1698d8a96d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189929 ms
Total Talk Time (AGENT): 49163 ms
Total Talk Time (CUSTOMER): 83591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b23cdc91-0280-4124-b40b-c1698d8a96d5_20250415T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from Baptist Hospital in [PII]. And I was wondering if you can assist me with a patient to verify if they're active with you and if the coverage.
[AGENT][POSITIVE] OK, yes, I can help you with eligibility and benefits. Uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII] And let me go ahead and give you my direct number. It is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I am showing.
[CUSTOMER][NEUTRAL] I do apologize. I thought I was ready for you here. Uh, let's see here. It is 02337124.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK. Do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] I am showing [PII]. Give me one second here.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me go ahead and spell it because it's a long name here. I'm showing [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have, is this for outpatient benefits or?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. So the policy is effective [PII] currently active.
[CUSTOMER][NEUTRAL] Oh, I think.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, outpatient benefits.
[AGENT][NEUTRAL] I have $1000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they met any of it?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] Um, actually it looks like she's met all of it. She's exhausted her benefit.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] She's like, OK, perfect.
[CUSTOMER][NEUTRAL] Um, also, um, OK, that's what I needed. You did say [PII], correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] For your knee?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII], would you happen to have a reference number for me, or can I just use your name as reference?
[AGENT][NEUTRAL] A name and today's date is the reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.