AccountId: 011433970860
ContactId: e201498f-6bbe-4e48-b386-1da192743710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124129 ms
Total Talk Time (AGENT): 56761 ms
Total Talk Time (CUSTOMER): 41120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e201498f-6bbe-4e48-b386-1da192743710_20250220T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital to get benefits on the patient.
[AGENT][POSITIVE] OK, I can verify benefits for you, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, that is 01678796 M for Mary, L for Larry, 8.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] OK, so it would be hospital outpatient. Does she have a yearly max and how much has she met?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, co-insurance, and she has benefit max up to 3000 per year, but I do not show that she's used any benefits, so it is available.
[CUSTOMER][POSITIVE] OK perfect thank you so much do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name is [PII].
[CUSTOMER][NEUTRAL] How do I spell out your name?
[AGENT][NEUTRAL] [PII] and last initial [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much have a good day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.