AccountId: 011433970860
ContactId: e13f0ea4-e2e4-4912-8584-c28fdf526e3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132460 ms
Total Talk Time (AGENT): 69433 ms
Total Talk Time (CUSTOMER): 58257 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e13f0ea4-e2e4-4912-8584-c28fdf526e3e_20250610T13:54_UTC.wav
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[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm trying to verify a gap insurance.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Yes, ma'am, I can assist you with benefits. Could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm calling from Baptist Hospital.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, I have 02446330 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and you said this was for outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, beautiful. Do you have a confirmation for the for the call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date. My name is [PII]. um it's spelled [PII] Last initial is [PII] and today.
[CUSTOMER][NEUTRAL] I'm sorry, you're going a bit too fast. It's [PII]?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And my last initial is [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] EVM right?
[AGENT][NEUTRAL] Right, and today's date.
[CUSTOMER][POSITIVE] OK beautiful appreciate your help OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I hope you have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you.