AccountId: 011433970860
ContactId: bc7dcf32-cc7c-40d3-87ab-9db3519c2fc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186240 ms
Total Talk Time (AGENT): 83172 ms
Total Talk Time (CUSTOMER): 47107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/bc7dcf32-cc7c-40d3-87ab-9db3519c2fc7_20250428T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I'm calling from Baptist Health. I'd like to check eligibility and benefits, please.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 02337124.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name is [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And were you wanting to go over outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Just waiting for the benefits to come up here.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $4000 per calendar year. Um, did you want me to see if I'm sorry, hold on, that's inpatient, outpatient, I'm sorry, is $1000 per calendar year. Did you want me to see if any of that $1000 has been used for [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] So, yes, um, she, the patient has used $930.90. Um, hold on, let me see if this goes into outpatient too. That's a different benefit. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she's used a full 1000.
[AGENT][NEUTRAL] For the year of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Um, and just to make sure, that policy number I gave you is the patient's correct policy number?
[AGENT][POSITIVE] Yes, that was correct.
[CUSTOMER][NEUTRAL] OK perfect alrighty and you said your name is [PII]?
[AGENT][POSITIVE] Yes, that's correct. And [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be it. However, do you happen to have a reference number for a phone call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. I have it here. Thanks again.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.