AccountId: 011433970860
ContactId: b61fa8f6-eaae-46e7-9c6a-c5f5ad2c308b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140059 ms
Total Talk Time (AGENT): 41841 ms
Total Talk Time (CUSTOMER): 60241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b61fa8f6-eaae-46e7-9c6a-c5f5ad2c308b_20250305T20:29_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, hi, [PII]. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII] and I was calling to, um,
[CUSTOMER][NEUTRAL] Uh, get benefit on a patient, uh, that is coming to have a test done in our facility.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's going to be, uh sorry, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Oh wait one second, let's see something else.
[CUSTOMER][NEUTRAL] While I have you on hold
[CUSTOMER][NEUTRAL] There was.
[CUSTOMER][NEUTRAL] OK, the policy number.
[CUSTOMER][NEUTRAL] It's going to be 249-4804.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Dare [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $750.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] 7:50.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] Uh, do you, does she have a group number?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh, group number?
[AGENT][NEUTRAL] 80063.
[CUSTOMER][NEUTRAL] OK. And can I get a uh a reference number for our call?
[AGENT][NEUTRAL] Reference it's just my name [PII] last initial [PII] as [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Mhm. No, that'll be all. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.