AccountId: 011433970860
ContactId: 4a614adb-453d-4bc1-b0ec-ecd4e4804e9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149220 ms
Total Talk Time (AGENT): 42693 ms
Total Talk Time (CUSTOMER): 42581 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4a614adb-453d-4bc1-b0ec-ecd4e4804e9b_20250421T16:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. I am calling to verify a patient's policy.
[AGENT][NEUTRAL] OK, yes I can help you with benefits. Um, do you have a good, uh, callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is going to be [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] That policy number is going to be 1075674.
[CUSTOMER][NEUTRAL] For Tomutness.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Hold up, just one moment.
[AGENT][NEUTRAL] OK, looks like for his outpatient benefits, there's a $500 per covered person per occurrence benefit payable.
[CUSTOMER][NEUTRAL] OK, so $500 per occurrence, would it be the same thing as per day?
[AGENT][NEUTRAL] Uh, no, it's percurrence, so percurrence is defined as.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's treatment for the same or related condition in a period of 90 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you so much. I appreciate it, [PII]. Do you by any chance give a call reference number or do I just refer to your name?
[AGENT][NEUTRAL] Uh, just my name in today's date.
[CUSTOMER][POSITIVE] OK, well thank you so much for the help. I hope you have a wonderful day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.