AccountId: 011433970860
ContactId: 60274b92-9bbd-44ed-90c0-1a71233c003d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113510 ms
Total Talk Time (AGENT): 42040 ms
Total Talk Time (CUSTOMER): 46207 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/60274b92-9bbd-44ed-90c0-1a71233c003d_20250515T15:49_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] My first name is [PII]. I'm calling from Baptist Outpatient Services.
[AGENT][POSITIVE] And I'm sorry if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02029845ML8.
[AGENT][NEUTRAL] I'm sorry, can you say that again for me?
[CUSTOMER][NEUTRAL] 02029845 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] And then the remaining oh it per day, so there's no remaining amount, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, what time do you is your time over there just to be sure we're on the correct time zone.
[AGENT][NEUTRAL] 10:50.
[AGENT][NEUTRAL] 10:50.
[CUSTOMER][NEUTRAL] Yeah, so we're 11:50 here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 250 thank you so much [PII] have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day as well.