AccountId: 011433970860
ContactId: 65394aad-6669-4177-b09b-19a9e401fa62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152419 ms
Total Talk Time (AGENT): 66570 ms
Total Talk Time (CUSTOMER): 55461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/65394aad-6669-4177-b09b-19a9e401fa62_20250604T13:59_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling over Mutual patients to review their outpatient benefits.
[AGENT][NEUTRAL] Yes, I can help with outpatient benefits. [PII], what's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] Can you repeat that?
[AGENT][POSITIVE] Yes, I can certainly help with outpatient benefits. What's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's going to be 60801.
[AGENT][NEUTRAL] OK, let's see. I'm not sure that that's one of our policy numbers, but let's check.
[AGENT][NEUTRAL] OK. Um, do you have the card there with you?
[CUSTOMER][NEUTRAL] Give me one quick second to see if it's here.
[CUSTOMER][POSITIVE] OK, I have the outpatient benefit.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Certain number if you need that.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 02214106 ML 8
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and the last name is [PII] and then date of birth will be [PII].
[AGENT][NEUTRAL] Thank you. Uh, and I just need to ask for a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][POSITIVE] Thank you so much. So, [PII]'s policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] For outpatient benefits for the uh for the outpatient services is $1500 per calendar year. That's just the verification of benefits, not a guarantee of payment. And [PII], she's used $1400 for that already.
[AGENT][NEUTRAL] So, um, that is what she has for outpatient service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, is there anything else at all that I can help with? Um, uh, would you like to know where to send your plane or?
[CUSTOMER][NEUTRAL] No, just that to know her calendar year benefits for the outpatient.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, can I just get the initials of your last name and a reference number?
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use that today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] OK, well thank you for contacting ATO and you have a great day.
[CUSTOMER][NEUTRAL] Um