AccountId: 011433970860
ContactId: eba6d9de-a314-4de6-bdc2-eee905206133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146580 ms
Total Talk Time (AGENT): 66018 ms
Total Talk Time (CUSTOMER): 49490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/eba6d9de-a314-4de6-bdc2-eee905206133_20250116T14:53_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] Uh, hi, [PII]. This is [PII] from Baptist Outpatient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient that is coming to our facility.
[AGENT][NEUTRAL] OK, I can help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, our phone number here is [PII].
[CUSTOMER][NEUTRAL] And the policy number I'm calling on behalf of is 02419356 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is gonna be um [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing this particular policy is no longer active. Um, it was effective [PII].
[AGENT][NEUTRAL] But there is an active policy.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, that policy number is 255.
[AGENT][NEUTRAL] 6460.
[AGENT][NEUTRAL] And this policy has been active since [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But now [PII] is not on the active policy. It's only the policyholder [PII].
[CUSTOMER][NEUTRAL] Mhm. OK, the mother.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Mhm. OK. Uh, well, thank you so much, [PII]. You've been uh very helpful. Can I get a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much. You have a great day. Bye.
[AGENT][POSITIVE] You're welcome, [PII]. You also, and thanks for calling APL. Bye-bye.