AccountId: 011433970860
ContactId: b3c84027-0678-4b35-bba0-20d998573fbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112599 ms
Total Talk Time (AGENT): 38187 ms
Total Talk Time (CUSTOMER): 28388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b3c84027-0678-4b35-bba0-20d998573fbf_20250211T20:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good afternoon. My name is [PII]. I'm calling from Baptist Hospital and I'm calling to verify member eligibility and benefits.
[AGENT][NEUTRAL] OK, can I help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02342994 ML 7.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information and we're checking eligibility and outpatient facility benefit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the effective date is [PII]. The policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $500 that is per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment and [PII] did you have any other questions?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.