AccountId: 011433970860
ContactId: bb17ef06-66a5-4e9c-9a86-5270295dfdfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119730 ms
Total Talk Time (AGENT): 47073 ms
Total Talk Time (CUSTOMER): 50161 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bb17ef06-66a5-4e9c-9a86-5270295dfdfa_20250603T14:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient. Needed to verify a member's gap insurance eligibility and benefits, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 01.
[CUSTOMER][NEUTRAL] 67
[CUSTOMER][NEUTRAL] 8903, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's an outpatient um diagnostic facility.
[AGENT][NEUTRAL] This member's policy has been active. This member has outpatient benefits of $1000 per calendar year. This is not a guarantee of benefits, just a disclaimer of the policy's coverage, and the policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] For an MRI.
[CUSTOMER][NEUTRAL] OK, have they met the full $1000? Do you know the accumulation?
[AGENT][NEGATIVE] The member has not utilized any of their benefits for [PII].
[CUSTOMER][NEUTRAL] OK, wonderful. All right, [PII], is there a call reference number for this call?
[AGENT][NEUTRAL] We don't provide those unfortunately [PII] however you can use my name in today's date as a reference is [PII].
[AGENT][NEUTRAL] In today's date as a reference.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, Ms. [PII], thank you so much you have a nice day, OK?
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye.