AccountId: 011433970860
ContactId: 59df538b-42fa-42fc-beca-fdf128cf2a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115319 ms
Total Talk Time (AGENT): 54208 ms
Total Talk Time (CUSTOMER): 48331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/59df538b-42fa-42fc-beca-fdf128cf2a36_20250114T15:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services to see the benefits for your patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes, let me get that for you. It's gonna be 01665223 ML 8.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII], sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. OK. All right, and let me see, and you say you need outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, before I give you any bit of information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of $400 per day.
[CUSTOMER][POSITIVE] $400 per day. OK, perfect. Thank you so much. Um, is there any way I can have a reference number for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.