AccountId: 011433970860
ContactId: 082f3a25-1b8e-4b0b-8f22-a68b8568b382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104360 ms
Total Talk Time (AGENT): 47329 ms
Total Talk Time (CUSTOMER): 42561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/082f3a25-1b8e-4b0b-8f22-a68b8568b382_20250429T14:27_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, this is, I can certainly help with outpatient benefits. What's the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01448498.
[AGENT][POSITIVE] Thank you, please.
[CUSTOMER][NEUTRAL] LM 8.
[AGENT][POSITIVE] I appreciate that. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking this up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, callback number would be [PII] direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, for the outpatient services, we will pick up the deductible, co-payment or co-insurance up to $500 per calendar day.
[AGENT][NEUTRAL] That is just a verification of the benefits, not a guarantee of payment. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, you said 500 per calendar day?
[AGENT][NEUTRAL] Yes, that's correct. It is a per calendar day benefit, so it renews each and every calendar day.
[CUSTOMER][POSITIVE] OK, perfect. Thank you um so much for all your help today, [PII]. Could I have the initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] OK, well
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK. Thank you for all your help today.
[AGENT][POSITIVE] Mhm thanks for contacting AP