AccountId: 011433970860
ContactId: f99747bb-ef9f-4179-884b-1bd8889cfcc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153160 ms
Total Talk Time (AGENT): 64059 ms
Total Talk Time (CUSTOMER): 69182 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f99747bb-ef9f-4179-884b-1bd8889cfcc6_20250320T16:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. What's your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] So, um, can, um, yes I need benefits for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Miss?
[CUSTOMER][NEUTRAL] I I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and what's the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Baptists Endoscopy Center is an ambulatory um outpatient facility.
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] This one will be 02.
[CUSTOMER][NEUTRAL] 496-519.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] out.
[CUSTOMER][NEUTRAL] [PII], first name spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] take you over there.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we have an outpatient maximum of.
[CUSTOMER][NEUTRAL] I would say you are the.
[AGENT][NEUTRAL] 750 per day.
[CUSTOMER][NEUTRAL] So mostly I.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] 750 per day.
[CUSTOMER][NEUTRAL] 750.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can you provide me a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] OK, 03.
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][POSITIVE] OK, you're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEGATIVE] No thanks ma'am.
[AGENT][POSITIVE] OK, thank you for calling