AccountId: 011433970860
ContactId: 23f48f22-66c2-42e1-83a8-b29bdd11a63f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156740 ms
Total Talk Time (AGENT): 73409 ms
Total Talk Time (CUSTOMER): 41367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/23f48f22-66c2-42e1-83a8-b29bdd11a63f_20250326T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the outpatient benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, phone number [PII] direct line and the member's policy number is 02465840ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this policy.
[AGENT][NEUTRAL] It's actually not the correct policy number. Let me give you the active policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's 1659812.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And it's been active since [PII].
[AGENT][NEUTRAL] And then you said outpatient, hold on one moment.
[AGENT][NEUTRAL] Just waiting for the benefits to come up here hold on one moment.
[AGENT][NEUTRAL] So again, just for the call, the information provided is a verification of benefits, not a guarantee of payment. And for outpatient, the calendar year max is $7900. Did you want me to see if it has been used for the year?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the benefits have been used for [PII].
[CUSTOMER][POSITIVE] OK, thank you um so much for your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you for all your help today.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, that's all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye bye.