AccountId: 011433970860
ContactId: 652cf091-2928-4f2e-b5e4-1ec80038bf51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162679 ms
Total Talk Time (AGENT): 81411 ms
Total Talk Time (CUSTOMER): 65289 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/652cf091-2928-4f2e-b5e4-1ec80038bf51_20250127T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. Thank you. I'm calling from Baptist Outpatient. My name is [PII], last initial [PII] and um I just need to check gap coverage for outpatient services.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I'd love to help you with some outpatient benefits today, Miss [PII]. Do you mind if I snag a quick callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Wonderful. And what's that policy number?
[CUSTOMER][NEUTRAL] Uh, ID number is
[CUSTOMER][NEUTRAL] 02145414.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, give me just one second to get that pulled up for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Thank you very much, Ms. [PII]. If you could verify your member's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Ms. [PII]. And date of birth [PII].
[AGENT][NEUTRAL] Perfect. I do see that right here. Um, I see she's current and active with us with an effective date of [PII], and you said outpatient benefits we were looking at correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much. I do wanna let you know that any benefits I give you over the phone or just a verification of coverage today and not a guarantee of payment.
[AGENT][NEUTRAL] And let's see that outpatient benefit I have here um for Ms. [PII], I have her listed at $8000 per calendar year available in benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. And um thank you. Um and did you say she's been acting since [PII]?
[AGENT][NEUTRAL] You know what, that it might have been what I said, but I don't think that's true, so let me just go back.
[CUSTOMER][NEUTRAL] OK, no, that's all right. I don't, as long as she's active.
[AGENT][NEUTRAL] I read, I read her date of birth.
[AGENT][POSITIVE] I'm so sorry. He effective date is [PII]. I'm sorry about that, Miss [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Yeah. All right.
[CUSTOMER][POSITIVE] That's right. I'm like, wow, that's the only one I've ever heard anybody being so active since way back then.
[AGENT][NEUTRAL] I said first
[CUSTOMER][NEUTRAL] She's been there older than me.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] Uh, long, longer years older than me. But uh thank you very much.
[AGENT][POSITIVE] Yes, it's my pleasure and if there's anything else you need just give us a call we'll take care of you.
[CUSTOMER][POSITIVE] All right thank you have a nice afternoon.
[AGENT][POSITIVE] My pleasure. Goodbye.
[CUSTOMER][NEUTRAL] Alright bye.