AccountId: 011433970860
ContactId: 5af5e8a2-5b01-4e1e-9685-44d1f8cdcb06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136240 ms
Total Talk Time (AGENT): 62763 ms
Total Talk Time (CUSTOMER): 46341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5af5e8a2-5b01-4e1e-9685-44d1f8cdcb06_20250311T13:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling from Baptist South Patient. I needed to check on benefits and eligibility.
[AGENT][NEUTRAL] OK. And are you saying [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and you said this is for outpatient facility?
[CUSTOMER][NEUTRAL] It is for an outpatient facility for a member that I need to check on outpatient benefits.
[AGENT][NEUTRAL] I know it
[AGENT][NEUTRAL] OK, so I was just confirming the location, so outpatient facility, and what's the policy number [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, one second, it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] I have 241-9324.
[AGENT][NEUTRAL] Your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] It is name name is [PII] No, [PII].
[AGENT][POSITIVE] Thanks for that information [PII], let me give you the current policy number let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's 255-6425.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show this policy became effective [PII].
[AGENT][NEUTRAL] Currently active at this time?
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $8700.
[AGENT][NEUTRAL] Her calendar year.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment, don't show any of the benefit used at this time and did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, your name and do you provide a call reference?
[AGENT][NEUTRAL] My name in today's date is your reference. [PII].
[CUSTOMER][POSITIVE] All right thank you have a good one.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.