AccountId: 011433970860
ContactId: 1eef9f71-190c-4641-9b7e-ca61cc321826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91589 ms
Total Talk Time (AGENT): 40027 ms
Total Talk Time (CUSTOMER): 33430 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1eef9f71-190c-4641-9b7e-ca61cc321826_20250421T16:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I am calling on behalf of Baptist Diagnostic Center to verify a member's gap benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02212916 ML 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Is gonna be for outpatient benefits for a CAT scan.
[AGENT][NEUTRAL] And you show the outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] OK, and it's all still available?
[AGENT][NEUTRAL] It is, she hasn't used her benefits this year.
[CUSTOMER][POSITIVE] Perfect and if you can spell your first name for me please?
[AGENT][NEUTRAL] [PII]. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's all, [PII]. Thank you so much. Enjoy your day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.