AccountId: 011433970860
ContactId: d8b4f5d6-0cbc-4f2e-84cd-90a8219c8a8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182710 ms
Total Talk Time (AGENT): 73763 ms
Total Talk Time (CUSTOMER): 94856 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d8b4f5d6-0cbc-4f2e-84cd-90a8219c8a8d_20250521T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][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 policy holder. Let me know when you're ready and I'll give you the policy number.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, it's 235-715-0.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][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].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, alright, thank you, [PII], you can go ahead and put her through and I'll help her with the benefits and eligibility.
[CUSTOMER][NEUTRAL] Are you ready? OK.
[CUSTOMER][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.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did he?
[CUSTOMER][POSITIVE] I can here I have [PII] on the line and she's gonna help you with that benefit verification, OK? OK, perfect thank you so much I appreciate it. You're most welcome have a great day thanks for calling APL bye bye. No problem, bye. Hi, Ms. [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, good, good. Thank you for asking. How are you doing as well?
[AGENT][NEUTRAL] I'm doing good. So I understand you wanna verify eligibility and benefits on Ms. [PII], is that correct?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yes. Yes, that's correct. Outpatient benefit.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Outpatient, OK, I do see that Ms. [PII] does have an active policy, and it is current. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. Uh, let me see, this policy does not have outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, it does not have outpatient benefit. OK, perfect. Let me just check that.
[AGENT][NEUTRAL] No, only inpatient.
[CUSTOMER][POSITIVE] Only impatient.
[CUSTOMER][NEUTRAL] OK, perfect. The last thing then that I need from you is gonna be the initial to your last name and the reference number.
[AGENT][NEUTRAL] OK, you can use my name [PII] and my initial is A.
[AGENT][NEUTRAL] And you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Beautiful. I appreciate it. Thanks so much for that information.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that will be everything for today.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] No, you're welcome. Have a beautiful afternoon. Mhm bye.
[AGENT][NEUTRAL] Bye bye ma'am.