AccountId: 011433970860
ContactId: b315c7df-8e4b-4524-9415-76fb82dd3908
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98459 ms
Total Talk Time (AGENT): 40989 ms
Total Talk Time (CUSTOMER): 36659 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b315c7df-8e4b-4524-9415-76fb82dd3908_20250507T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, good morning, [PII]. This is [PII] from Baptist Outpatient Services, and I was calling to get benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] 02478778 M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, thank you. So we're checking eligibility. I show that date is [PII]. This policy is active and then outpatient benefit is up to $300 per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, do they have a group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the group number is 23143.
[CUSTOMER][NEUTRAL] 231 43 and no preser is needed, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, no pre-start is required.
[CUSTOMER][POSITIVE] OK, well thank you so much. That's all I needed. Have a great day bye.
[AGENT][POSITIVE] Oh, you're you're welcome. Thanks for calling APL. Have a good day.