AccountId: 011433970860
ContactId: 0c3c89cc-cd4a-4ea8-8ed5-797b8df1888c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143830 ms
Total Talk Time (AGENT): 51609 ms
Total Talk Time (CUSTOMER): 64929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/0c3c89cc-cd4a-4ea8-8ed5-797b8df1888c_20250418T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. Happy Friday. I'm calling from Baptist Outpatient Services to get benefits for uh next time a patient is coming in for.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can help with that, thank you and may I please have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Can I have the initial of your last name as well?
[AGENT][NEUTRAL] Uh, sure, it is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Yeah I mean, what is your thing you're welcome. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. May I please have the policy number?
[CUSTOMER][POSITIVE] Yes, on stock up.
[CUSTOMER][NEUTRAL] 02155489 ML 8.
[AGENT][POSITIVE] Thank you Yay, one moment please.
[AGENT][NEUTRAL] And to verify, re-verify, I have that as 02155489ML8.
[CUSTOMER][NEUTRAL] Let me repeat it. I was on I was on another screen. Sorry. 02155489 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Verify
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you very much Ami. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, and you're calling for outpatient benefits. Give me one moment, I can help you with that.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Please note verification of benefits provided does not guarantee payment. The benefits that the member has pay only per day max of up to $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $500 per.
[CUSTOMER][NEUTRAL] day. Is there like a max limit or it's just per day?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. That'll be all. Have a great day. Thank you.
[AGENT][POSITIVE] Thank you for calling APO. Have a great day as well. Bye bye.