AccountId: 011433970860
ContactId: 61c62148-6ff5-42af-8746-4ed7ca0f81d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119860 ms
Total Talk Time (AGENT): 54035 ms
Total Talk Time (CUSTOMER): 39037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/61c62148-6ff5-42af-8746-4ed7ca0f81d1_20250523T20:08_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hey
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII], last initial [PII] I'm calling from Baptist Outpatient and I need help with gap coverage information.
[AGENT][NEUTRAL] OK, well, I can help you with the um benefits and eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number, 0, that's what you wanted, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, 02611395.
[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] Mr. [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And what type of coverage um questions did you have today?
[CUSTOMER][NEUTRAL] Uh, this would be for outpatient diagnostics.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] For outpatient, the policy will pay up to $6500 per calendar year. um, for outpatient expenses, did you want me to see if any has been used?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[AGENT][NEGATIVE] And so far for [PII], none of the benefits have been used.
[CUSTOMER][POSITIVE] OK, good. Thank you very much, [PII].
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you, bye bye.