AccountId: 011433970860
ContactId: 671c3af9-c087-460d-90c1-2437db5b84a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118650 ms
Total Talk Time (AGENT): 44750 ms
Total Talk Time (CUSTOMER): 51161 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/671c3af9-c087-460d-90c1-2437db5b84a8_20250603T18:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling over to patients to review their outpatient benefits.
[AGENT][NEUTRAL] Sure, I can assist you with that. What was your name? And could you spell it for me with a along with a callback number?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] [PII] as the last name initial and then the callback number will be [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] 940982.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] Alright and then date of birth would be [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] has outpatient benefits of $1000 per calendar year, and this is not a guarantee of benefits, just a disclaimer or the policies coverage.
[CUSTOMER][NEUTRAL] OK, uh has she met any of them?
[AGENT][NEUTRAL] She has utilized $50 of her benefits for [PII].
[AGENT][NEUTRAL] And this policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][POSITIVE] Perfect. All I would need is just your name and initial of your last name and a reference number.
[AGENT][NEUTRAL] My name is [PII]. First initial of my last name is [PII], and today's date is a reference, [PII] because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.