AccountId: 011433970860
ContactId: 5b5e862f-86f8-4e21-b9b0-962c906bf7b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129199 ms
Total Talk Time (AGENT): 44692 ms
Total Talk Time (CUSTOMER): 40810 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5b5e862f-86f8-4e21-b9b0-962c906bf7b9_20250612T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient. I'm calling to verify a member's eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] It is 0246.
[CUSTOMER][NEUTRAL] 353 5.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is active and effective. [PII] on a guarantee of payment basic outline of the policy. Is this for outpatient hospital?
[CUSTOMER][NEUTRAL] It is, yeah.
[AGENT][NEUTRAL] Get that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for her outpatient benefit, she has 2500 per covered person per calendar year payable.
[AGENT][NEUTRAL] I'm sorry, 2000. I'm sorry.
[CUSTOMER][NEUTRAL] Has she accumulated?
[CUSTOMER][NEUTRAL] 0, 2000. OK. And has it been met in full?
[AGENT][NEUTRAL] Yeah, um, doesn't look.
[AGENT][NEGATIVE] Uh, it hasn't used anything.
[CUSTOMER][NEUTRAL] OK. All right, that's, um, how about a reference number? Can you provide that?
[AGENT][NEUTRAL] A reference number is my name, [PII], first initial to last name, [PII] as in Delta, and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye