AccountId: 011433970860
ContactId: c3292be6-5fa9-417b-9368-6d4bb5dfa026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249759 ms
Total Talk Time (AGENT): 90338 ms
Total Talk Time (CUSTOMER): 103031 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c3292be6-5fa9-417b-9368-6d4bb5dfa026_20250221T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. My name is [PII], and I'm calling from Baptist Outpatient. I'm calling to check if the patient has um benefits, please for outpatient.
[AGENT][NEUTRAL] OK, I verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number, it is um hmm.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] No, ma'am, that sounds like the payer ID number. Do you have a copy of the card in front of you?
[CUSTOMER][NEGATIVE] Not right.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Give me just one second, Ms. [PII], sorry.
[CUSTOMER][NEUTRAL] It is Cols Blue Shield.
[CUSTOMER][NEUTRAL] Let me check this one.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Broca Blue Shield.
[CUSTOMER][NEUTRAL] Uh-huh, last year.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Let me see if I have his social.
[CUSTOMER][NEUTRAL] No. I do not have the copy.
[CUSTOMER][NEUTRAL] Because I also have another number, but I don't think that's the number that's a short number too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, what was the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes. I have [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[AGENT][NEUTRAL] OK. Uh, when you're ready, Ms. [PII], I can give you the policy number for our company.
[CUSTOMER][POSITIVE] Alright, thank you so much, Miss [PII].
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 226-050-8.
[AGENT][NEUTRAL] His effective date is [PII] and he is active and you say you're calling for outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and I show he has an outpatient benefit that pays up to $5000 per calendar year.
[CUSTOMER][POSITIVE] Perfect. Has Mr. [PII] used any of the 5000?
[AGENT][NEUTRAL] Uh, not for this year, no, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Remain the same.
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], can you please provide me with uh um with your last name, initial, and a reference number and your time zone?
[AGENT][NEUTRAL] Um, last initial is [PII], and we don't give reference numbers, but you may use my name in today's date and we are in um Central time.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Central time perfect thank you so much for your help, Miss [PII].
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.