AccountId: 011433970860
ContactId: cb322501-df8e-443f-95bd-9fc9580b6821
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185199 ms
Total Talk Time (AGENT): 64160 ms
Total Talk Time (CUSTOMER): 66195 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/cb322501-df8e-443f-95bd-9fc9580b6821_20250616T19:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL my name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name's [PII]. I'm calling from Baptist Hospital. I just need to verify if the patient was still active with you guys.
[AGENT][NEUTRAL] Oh, OK, and I'm sorry, may I have your name again?
[CUSTOMER][NEUTRAL] Yes, it's [PII] spelled [PII]
[AGENT][NEUTRAL] Thank you and your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII] and [PII] [PII].
[AGENT][POSITIVE] Thank you very much and what is the policy number?
[CUSTOMER][NEUTRAL] 01480377 M for Mary L for Larry 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verify the members of the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you very much for the verification process, [PII], and you're calling for eligibility and would you need benefits for her as well for outpatient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes please, yes, for outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can certainly help you with that as well. Now she shows effective as of [PII]. This policy shows active for her.
[AGENT][NEUTRAL] One moment, those benefits for you for outpatient.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay on a per day max of up to $500. Again, this is a per day max of $500 for covered outpatient services.
[CUSTOMER][NEUTRAL] OK, got it, thank you, um, and then may I just have the first initial of your last name please?
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][POSITIVE] Oh, correct.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK. Um, you said [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, got it. Alrighty, um, is would that be the reference number or do you guys generate like an actual reference number as well?
[AGENT][NEUTRAL] We do not generate an actual reference numbers, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, got it. Alright, well that answers all my questions. Thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome, [PII], and thank you very much for calling. Have a great day. Take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.