AccountId: 011433970860
ContactId: 1ded0499-1364-4b49-949c-2e2433603312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137690 ms
Total Talk Time (AGENT): 57613 ms
Total Talk Time (CUSTOMER): 47438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/1ded0499-1364-4b49-949c-2e2433603312_20250324T15:41_UTC.wav
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[AGENT][NEUTRAL] calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling in from Baptist Outpatient Services. Just calling in for quick benefits for mutual patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]
[CUSTOMER][NEUTRAL] Call back [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Um, can I have the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Yeah, policy is 971079.
[AGENT][NEUTRAL] What's the member's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] This is for [PII], uh [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This policy has been active since.
[CUSTOMER][NEUTRAL] Yeah, it's for outpatients.
[AGENT][NEUTRAL] [PII] and it's currently active. This patient has this member has outpatient benefit.
[AGENT][NEUTRAL] Of 5000, I'm sorry, she has outpatient benefits of $4250 per calendar day and this is not a guaranteed benefits as a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so the amount, the 4250 is per day.
[AGENT][POSITIVE] Yes, that is correct, per day.
[CUSTOMER][POSITIVE] OK. Great. Thank you so much. That'll be all. Can I have please use your name as a reference?
[AGENT][NEUTRAL] My name is [PII], and today's date, unfortunately, we don't provide reference numbers.
[CUSTOMER][POSITIVE] That's all right, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling API. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too have a great day.
[AGENT][NEUTRAL] Bye.