AccountId: 011433970860
ContactId: d2b5ec96-dac9-4a46-b40e-c8622c07d51d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165440 ms
Total Talk Time (AGENT): 68459 ms
Total Talk Time (CUSTOMER): 87548 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d2b5ec96-dac9-4a46-b40e-c8622c07d51d_20250417T18:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh [PII], I spoke to you a while ago, maybe earlier in the week. How are you?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] Good, I'm calling from Baptist Outpatient. My name is [PII]. I wanted to verify benefits on a mutual patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]. First initial of my last name is [PII], and may I please have yours? First initial of your last name?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And you spell your name [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, why? OK, wonderful, thank you so much.
[AGENT][NEUTRAL] And what is that policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] 02388671
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] It's OK, no worries, it's all good.
[AGENT][NEUTRAL] Repeat your name for me again.
[CUSTOMER][NEUTRAL] In English it's [PII], but you can say [PII], whatever you wish, doesn't matter.
[AGENT][POSITIVE] [PII]. Thank you. [PII].
[CUSTOMER][NEUTRAL] Or SP like the ESPY Awards.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, um, her name is [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for outpatient services?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. She has outpatient benefits of $3000 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. That's the policy $3000 per day.
[CUSTOMER][POSITIVE] Nice.
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[AGENT][NEUTRAL] She has $3000 per calendar day to assist with her outpatient services.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Wonderful. OK, can I use right.
[CUSTOMER][POSITIVE] Great, and can I use your name first initial of your last name and today's date as a reference number?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Wonderful. OK, thank you very much.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. You have a great afternoon. Stay safe.
[CUSTOMER][POSITIVE] And enjoy your Friday eve.
[AGENT][POSITIVE] Thank you and you do the same. Thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] You take care bye bye.