AccountId: 011433970860
ContactId: f7c01252-d0f5-42ff-b49a-7d1b69a63356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170070 ms
Total Talk Time (AGENT): 71110 ms
Total Talk Time (CUSTOMER): 64456 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f7c01252-d0f5-42ff-b49a-7d1b69a63356_20250430T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Baptist Hospital. I'm calling in regards to get the benefits for a patient of ours of mine that is coming in.
[CUSTOMER][NEUTRAL] So on the [PII].
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Uh, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And could I get your name, please?
[CUSTOMER][NEUTRAL] [PII], last name initial is [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 01245041 M as in mom, L as in.
[CUSTOMER][NEUTRAL] Love 8.
[AGENT][POSITIVE] Thank you. Now please for us.
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active and for outpatient, we cover.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You said it was active on [PII]?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. And yeah, the outpatient hospital benefits they have, their accumulation, I guess.
[AGENT][NEUTRAL] OK, we cover up to 2500 per calendar year and so far.
[AGENT][NEUTRAL] [PII] so far has used $879.84 out of the $2500.
[CUSTOMER][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] 879 84 cents so remaining they have 1620 with 16 cents.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Alrighty, can I have your name please?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII] My last initial is [PII] like [PII], and my name and today's date will be your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, so it'll be um EVN 0430 2025.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Alrighty thank you so much [PII].
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.