AccountId: 011433970860
ContactId: d2a2b588-dbf5-46b8-8891-e61a99765512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194500 ms
Total Talk Time (AGENT): 88169 ms
Total Talk Time (CUSTOMER): 70674 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d2a2b588-dbf5-46b8-8891-e61a99765512_20250521T17:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with about this outpatient. I'm calling in reference to a mutpatient. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] Alright, I'll need to get some information from you and then get you over to our claims department. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] alright and do you have the policy number of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes, 235-7150.
[AGENT][NEUTRAL] Alright, give me just one second.
[CUSTOMER][POSITIVE] Yes, take your time.
[AGENT][NEUTRAL] And can you verify the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is going to be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is her mailing address? Do you have that?
[CUSTOMER][NEUTRAL] Uh, mailing address, bear with me just a second. It's gonna be [PII], that's [PII].
[AGENT][NEUTRAL] All right. I have her pulled up and you're just needing to verify benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get you to someone that can help you with that. Bear with me just one second.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] Mhm. You're most welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] Resources. I have a lady. Hey, I have a provider on the line. I have [PII] with Baptist outpatient needing to verify some benefits on this policyholder. Let me know when you're ready and I'll give you the policy number.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 235-715-0.
[CUSTOMER][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yes, and I did verify her date of birth. I don't have it in front of me because I can't see it, but I did verify it and I verified her address is correct, and I've got a callback number of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you [PII] you can go ahead and put her through and I'll help her with the benefits and eligibility.
[AGENT][NEUTRAL] Are you ready? OK.
[AGENT][POSITIVE] OK, perfect. Let me pull her on. Give me just a second because every time I try to swap I drop the call. Hang on just a second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi [PII], can you hear me? I have [PII] on the line and she's gonna help you with that benefit verification, OK?
[CUSTOMER][NEUTRAL] Yes, I'm here. Yes, I'm here.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate it, Ms. [PII].
[AGENT][POSITIVE] You're most welcome. Have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Same to you. No problem
[AGENT][NEUTRAL] Yes