AccountId: 011433970860
ContactId: cb4dd812-442f-42de-b8b0-d4c0ef2a6422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95790 ms
Total Talk Time (AGENT): 43549 ms
Total Talk Time (CUSTOMER): 37810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/cb4dd812-442f-42de-b8b0-d4c0ef2a6422_20250613T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Baptist Outpatient Services in regards of the patient and for benefits basically for an MRI or an outpatient.
[AGENT][NEUTRAL] OK, I'm happy to check benefits. What is the patient's policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yes, I do. It's gonna be 02216520 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. We are the member secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Their outpatient benefits on this plan are a limit of $200 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for that information. Um, do you guys give a reference numbers by any chance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, call references my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.