AccountId: 011433970860
ContactId: 132d3a3d-b0bf-4971-ac92-0eefbbcfb632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199320 ms
Total Talk Time (AGENT): 68107 ms
Total Talk Time (CUSTOMER): 72469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/132d3a3d-b0bf-4971-ac92-0eefbbcfb632_20250611T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, um good afternoon [PII] how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, um, my name is [PII]. I'm calling from Baptist Outpatient Services. Just wanted to verify outpatients benefits for a mutual insured.
[AGENT][NEUTRAL] Can you spell your name for me real quick please?
[CUSTOMER][NEUTRAL] Sure. [PII], first initial is [PII] What is yours?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] No, no, no, no, I understand. No, but I'm saying for your, your first letter of your last name first initial.
[AGENT][NEUTRAL] Oh, I'm so sorry, it's [PII]
[CUSTOMER][POSITIVE] It's OK, no worries, it's OK. What do you need from me?
[AGENT][NEUTRAL] Oh, I need a callback number and then I'll take the policy number from you.
[CUSTOMER][NEUTRAL] OK, absolutely callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number 02216473.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] Do you need patient's name, date of birth?
[AGENT][NEUTRAL] And you said 02216473?
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you were wanting outpatient benefits, correct?
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And this is her secondary gap insurance uh policy.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] So, OK, good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me pull that up.
[AGENT][NEUTRAL] This is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It looks like she has an outpatient benefit maximum of up to $200 per calendar day with a $0 outpatient deductible.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, beautiful. I'm gonna go ahead and use your first name first initial on today's date as a reference number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, anything else you need from me or that's it?
[AGENT][POSITIVE] No, if that's all you need, then thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] No, you too take care great bye bye.
[AGENT][NEUTRAL] OK bye.