AccountId: 011433970860
ContactId: 3ba6b0e7-4b92-430a-a8e8-c5ced02f2778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120500 ms
Total Talk Time (AGENT): 61261 ms
Total Talk Time (CUSTOMER): 39470 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3ba6b0e7-4b92-430a-a8e8-c5ced02f2778_20250506T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a plan is active with you guys and how much is remaining in their outpatient services, please.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the eligibility and the remaining balance for outpatient.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The contact number is [PII], no extension, and the policy number is 02326979ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And hold on one moment while I check the benefits.
[AGENT][NEUTRAL] And he has not used any of the benefits for [PII]. Um, so the outpatient max.
[AGENT][NEUTRAL] Hold on one moment. It's $7350 per calendar year.
[CUSTOMER][NEUTRAL] Perfect. Can you please provide me the first initial to your last name and a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, which is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, is there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.