AccountId: 011433970860
ContactId: f90f8df9-60f2-4a26-8b0d-c6d175c0e41e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141550 ms
Total Talk Time (AGENT): 66924 ms
Total Talk Time (CUSTOMER): 47023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f90f8df9-60f2-4a26-8b0d-c6d175c0e41e_20250224T15:30_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, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to verify a patient's benefits, please.
[AGENT][POSITIVE] OK, I can verify benefits for you, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] My name is [PII] and yours?
[AGENT][NEUTRAL] [PII] last initial [PII] and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 021.
[CUSTOMER][NEUTRAL] 45415, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is [PII]. Date of birth is hold on the screen just give me his date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], policy is active. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] That his outpatient benefits?
[AGENT][NEUTRAL] OK, let's see, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max up to $8000 per calendar year.
[CUSTOMER][NEUTRAL] OK, and how much is remaining out of that 8000?
[AGENT][NEUTRAL] Um, what?
[AGENT][NEUTRAL] Uh, so he's already just used $100 of the $8000 for this year.
[CUSTOMER][NEUTRAL] OK, perfect. Um, can you please provide me a reference number for our call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.