AccountId: 011433970860
ContactId: 00b4f435-7a62-4ca3-b654-24341ac2ac03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138360 ms
Total Talk Time (AGENT): 66680 ms
Total Talk Time (CUSTOMER): 41608 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/00b4f435-7a62-4ca3-b654-24341ac2ac03_20250124T17:19_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII]. I'm calling in from Baptist Outpatient Services. Just calling in for outpatient, um, benefits for a mutual patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with out patient benefits today and do you mind if I get a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, call back [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02331259
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] In just a moment while I get that pulled up for you.
[AGENT][NEUTRAL] Perfect, and could you verify for me the member's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, this is for [PII], uh, [PII].
[AGENT][POSITIVE] Thank you so much. Um, and I do see her here. I
[AGENT][NEUTRAL] I'm gonna get those benefits pulled up for you. I do wanna let you know that any benefit information I give you over the phone is just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Um, it looks like our outpatient benefit with us is going to be $300 per calendar day.
[AGENT][NEUTRAL] Oh, I'm sorry, $350 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And is there any other information you're needing today?
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[CUSTOMER][NEUTRAL] No, that'll be all, thank you. Um, can I just have, uh, the, do you offer a reference number for the call?
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Yeah, it's my name [PII], first initial last name, B like boy in today's date and then.
[AGENT][POSITIVE] I don't know what I was gonna say, but thanks for calling ATL and I hope you have a fabulous weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day and have a good weekend.
[AGENT][POSITIVE] You too. Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.