AccountId: 011433970860
ContactId: 4493329c-61b9-469b-ab1f-5b4d013a0a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142589 ms
Total Talk Time (AGENT): 45963 ms
Total Talk Time (CUSTOMER): 75498 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4493329c-61b9-469b-ab1f-5b4d013a0a1c_20250310T13:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hi, hello. Good morning, [PII]. How are you? My name is [PII]. I'm giving you a call from Baptist Outpatient Services in reference to a patient we have here. So we needed to know her coverage.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah of course callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] And I have the policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] All right, the policy number is going to be 02537704 Mary Lima 8.
[AGENT][NEUTRAL] OK, give me that policy number one more time.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, so I have it as 02537704 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you, [PII], could you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, of course. The patient, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thanks, and you're calling to verify outpatient benefits. This member's policy has been active since [PII] and it's currently active. She has outpatient benefits of $200 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so she has, so it's not per year, she only has a 200 per day?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK all right perfect and um has any been anything been met?
[AGENT][NEUTRAL] It's per calendar day like today, Tuesday, Wednesday, Thursday per day.
[CUSTOMER][NEUTRAL] OK, alright, perfect. Alright, so I, so all I would need now is just a reference number.
[AGENT][NEUTRAL] Yeah, but we don't provide those. However, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] All right, perfect. Do you have a first uh a last name first initial?
[AGENT][NEUTRAL] I do. It's [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much have a lovely day and enjoy the rest of your week.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. You do the same, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.