AccountId: 011433970860
ContactId: d00b77c8-b432-4f2d-8053-5215d26b9ffb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144600 ms
Total Talk Time (AGENT): 59140 ms
Total Talk Time (CUSTOMER): 34842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d00b77c8-b432-4f2d-8053-5215d26b9ffb_20250611T14:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning, thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Baptist Diagnostic Center to verify members' benefits, please.
[AGENT][NEUTRAL] OK. I verify benefits for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 023360-60ML8
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] Uh I see. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII]. He is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] This patient is scheduled for an MRI at an outpatient freestanding facility?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance. We have a benefit max up to $250 per calendar day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And if you can just spell out your first name for me?
[AGENT][NEUTRAL] Sure, it's [PII] [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for our call [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so very much you enjoy your day.
[AGENT][POSITIVE] You too, thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.