AccountId: 011433970860
ContactId: 4ac2fc42-0223-44a7-bf9d-39f25e6fc5ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101110 ms
Total Talk Time (AGENT): 45299 ms
Total Talk Time (CUSTOMER): 43029 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/4ac2fc42-0223-44a7-bf9d-39f25e6fc5ef_20250314T18:14_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. I'm calling to get the outpatient hospital benefits for this patient's gap plan for the year.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number, yes. It is 02431112.
[CUSTOMER][NEUTRAL] ML 8.
[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] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for outpatient benefits, the policy is up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK, so it's per day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] And I can thank you so much. Can I have the reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 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][NEUTRAL] No I do
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a good day.
[AGENT][NEUTRAL] You also, [PII], was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's gonna be it thank you so much.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.