AccountId: 011433970860
ContactId: 30677953-2f97-4925-95bc-2867d4c4d94a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135509 ms
Total Talk Time (AGENT): 49920 ms
Total Talk Time (CUSTOMER): 50618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/30677953-2f97-4925-95bc-2867d4c4d94a_20250116T19:16_UTC.wav
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[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling in from Baptist Outpatient Services. Just calling in for quick benefits for mutual, uh, mutual patient.
[AGENT][POSITIVE] Can I have your name and the callback number and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] My name is [PII] Callback number [PII].
[CUSTOMER][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 957-72
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth that you're inquiring eligibility for it?
[CUSTOMER][NEUTRAL] Yes. It's for [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, correct, this is for outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active. The member has a the member has outpatient benefit.
[AGENT][NEUTRAL] Of $3500 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Is there anything that's been used so far of the um 3500?
[AGENT][NEUTRAL] No, the member has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] OK, sounds great thank you. Can I have please just your name and a reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And today's date is a reference because we don't provide reference number that's S as in Sally, H as in Howard, Y as in yellow, L as in Lima, A as in Alpha.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too. Have a great day.
[AGENT][POSITIVE] Thanks. Goodbye.
[AGENT][NEUTRAL] Claimer.