AccountId: 011433970860
ContactId: e460e643-6a4e-42d9-b258-e428eae80cba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105879 ms
Total Talk Time (AGENT): 47808 ms
Total Talk Time (CUSTOMER): 38940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e460e643-6a4e-42d9-b258-e428eae80cba_20250513T21:06_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services. I just wanted to verify coverage on a patient's policy.
[AGENT][NEUTRAL] OK, I can verify benefits for you and you say your name is again?
[CUSTOMER][POSITIVE] Yes [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 2563062.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, showing her effective date is [PII]. She is active on the policy. And you say you're calling for benefits, correct?
[CUSTOMER][POSITIVE] Correct, yes, outpatient benefits.
[AGENT][NEUTRAL] OK. Not a guarantee of payment, just a verification of coverage with this policy is secondary, we help with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. Have they met anything towards the amount?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][POSITIVE] Still $2000. OK, wonderful. Thank you so much, [PII]. I appreciate it. I hope you have a wonderful day.
[AGENT][POSITIVE] Oh, you too, thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.