AccountId: 011433970860
ContactId: 0bf0d055-afcd-46b1-b1d6-0870de2ea169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137539 ms
Total Talk Time (AGENT): 59597 ms
Total Talk Time (CUSTOMER): 39596 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/0bf0d055-afcd-46b1-b1d6-0870de2ea169_20250319T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling from Baptist Outpatient services.
[CUSTOMER][NEUTRAL] Uh, well, I'm calling in, um, for a quick benefits for mutual patients.
[AGENT][NEUTRAL] OK, um, yes, and you said you need benefits. OK, you sound like really far away from the phone. Can I get your name one more time? I didn't get that.
[CUSTOMER][NEUTRAL] Yeah, or that
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, call back [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy is 01845.
[CUSTOMER][NEUTRAL] 808 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you need outpatient benefits, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 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 we have an outpatient maximum of 1000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK. Has there been anything used so far?
[AGENT][NEUTRAL] I can check.
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], so the full amount is available.
[CUSTOMER][POSITIVE] OK, sounds great. Thank you so much.
[AGENT][POSITIVE] You're welcome, Mr. and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day.
[AGENT][POSITIVE] Alright, thank you.