AccountId: 011433970860
ContactId: d5d0900f-501b-485f-8aff-1d2e8cd7723e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136059 ms
Total Talk Time (AGENT): 78794 ms
Total Talk Time (CUSTOMER): 51695 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d5d0900f-501b-485f-8aff-1d2e8cd7723e_20250205T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital.
[AGENT][NEUTRAL] Good morning, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, calling from at this Hospital.
[AGENT][POSITIVE] Thank you. And what is a good callback number, please, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, that would be [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] That would be 01611631 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And how can I help you with um [PII]'s policy?
[CUSTOMER][NEUTRAL] Yes, I would like to know um when it is effective and then the eligibility and benefits.
[AGENT][NEUTRAL] All right, and I could be happy to assist you with that eligibility and benefits. I'm showing [PII]'s policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is a secondary policy to the policyholder's major medical insurance.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Just set up, what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, for emergency room outpatient.
[AGENT][NEUTRAL] All right, she does have outpatient coverage up to $1500. That is a per calendar year benefit.
[AGENT][NEUTRAL] And at this time, she has a full benefit remaining for 2025.
[CUSTOMER][NEUTRAL] Fire rescue.
[CUSTOMER][NEUTRAL] OK, thank you. Is there a reference number today?
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment. The reference number would be my name and today's date.
[AGENT][NEUTRAL] I spell my name.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Perfect, and today's date?
[AGENT][NEUTRAL] Yes, ma'am, and I'm sorry I didn't mean to talk over you.
[CUSTOMER][NEUTRAL] No, you're fine thank you.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'd be all, Ms. [PII]. Thank you for your help.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. You have a lovely day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.