AccountId: 011433970860
ContactId: 05c0a3cb-e9f3-420d-a220-a92a0c1dd330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146520 ms
Total Talk Time (AGENT): 49674 ms
Total Talk Time (CUSTOMER): 51897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/05c0a3cb-e9f3-420d-a220-a92a0c1dd330_20250617T17:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling from Baptist Ce Patient. I was calling to check on the member's um outpatient benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number would be 023.
[CUSTOMER][NEUTRAL] 00496
[CUSTOMER][NEUTRAL] M for mother, L for Larry, 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yeah, it looks like her policy is active and effective [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see, for her outpatient benefits.
[AGENT][NEUTRAL] She has a $500 per covered person per calendar day benefit payable.
[CUSTOMER][NEUTRAL] 500 per calendar date.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Does she have like a max use per calendar year or?
[AGENT][NEUTRAL] No, it's just per calendar day. It's a secondary policy. So after primary processes, whatever is left over, this will pay $500 per calendar day.
[CUSTOMER][NEUTRAL] OK, and it's been active since when?
[AGENT][POSITIVE] Effective
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and no termination date, right?
[CUSTOMER][POSITIVE] OK, all right, [PII], thank you so much. Would you provide me a reference number?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.