AccountId: 011433970860
ContactId: 00574ad1-fe37-4876-8814-4431c5df82c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130000 ms
Total Talk Time (AGENT): 51550 ms
Total Talk Time (CUSTOMER): 50983 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/00574ad1-fe37-4876-8814-4431c5df82c6_20250515T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry. Hi, [PII]. I'm calling from Baptist Outpatient Services in regards of a patient that has you guys as a gap insurance.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the patient. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, and the callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And so you're needing like benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes, for an outpatient service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02388730. M like mom, L 8.
[AGENT][NEUTRAL] Thank you for that. And the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] Um, [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And for outpatient services, um, hold on one moment, just waiting for it to come up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy will pay up to $3000 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much. um, do you guys give out reference numbers by any chance?
[AGENT][NEUTRAL] 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] OK perfect thank you so much for all your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No ma'am, thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.