AccountId: 011433970860
ContactId: d2ff78e5-d6b4-49b8-8a69-c44a41a70b31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236690 ms
Total Talk Time (AGENT): 69258 ms
Total Talk Time (CUSTOMER): 100121 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d2ff78e5-d6b4-49b8-8a69-c44a41a70b31_20250416T16:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm [PII] from Baptist Hospital. I'm calling from the insurance department. I'm calling in regards to a mutual patient and check eligibility and benefits.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, [PII]
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It would be 02462268 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Uh last name would be [PII], so [PII] And then first name, no. Whoa, OK, then.
[CUSTOMER][NEGATIVE] Put this incorrectly.
[CUSTOMER][NEUTRAL] Um, so, last name actually would be
[CUSTOMER][NEUTRAL] Lower, lower, as in like lower, uh, and then I'm gonna tell you the second last name, which would be.
[CUSTOMER][NEUTRAL] Uh [PII] And the first name would be [PII]. Date of birth would be
[CUSTOMER][NEUTRAL] Uh, [PII]. So sorry, I don't know why the patient wasn't put it that way.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes. So, this patient has a gap plan. Um, I just need to know out of the, if it's still active and then out of the 4000, how much have they accumulated.
[AGENT][NEUTRAL] OK, actually, that policy canceled 11 to 25. She does have a new policy. Her new policy number is
[AGENT][NEUTRAL] 02597474.
[CUSTOMER][NEUTRAL] OK. Uh, OK. And would the amount be the same or would it be a different amount?
[AGENT][NEUTRAL] In the effect
[AGENT][NEUTRAL] I can look that up for you. The effective date is [PII]. Policy is active.
[AGENT][NEUTRAL] And is this for outpatients you said?
[CUSTOMER][NEUTRAL] Yes. So for outpatient.
[AGENT][NEUTRAL] For outpatient it's up to 4000 per calendar year and let me check the remaining.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] She has only used $50.
[CUSTOMER][POSITIVE] $50. Amazing. OK. So, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That'll be all. Can I get your name and a reference number?
[AGENT][NEUTRAL] My name is [PII] Reference. We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Awesome, thank you. That'll be all.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.