AccountId: 011433970860
ContactId: 67200fb8-99e2-4c8b-a9c3-d8aada1da8c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182330 ms
Total Talk Time (AGENT): 77444 ms
Total Talk Time (CUSTOMER): 70580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/67200fb8-99e2-4c8b-a9c3-d8aada1da8c2_20250310T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling in from Baptist Outpatient services. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling in to verify quick benefits just for mutual patient.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, contact [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 20563.
[AGENT][NEUTRAL] Is that the group number or the, do you have the ID card there?
[CUSTOMER][NEUTRAL] Let me see if we have the ID on file. I did actually, I did actually notice that the policy number was a bit short, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah, I thought maybe, I don't know, it's a new ID.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][POSITIVE] Well, take your time. It's totally fine. Well, you know what, that may be the group number. What's the member's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] My take, OK, here we go.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 193.
[CUSTOMER][NEUTRAL] Oh, give me one second. OK. 193.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. 0691.
[CUSTOMER][NEUTRAL] OK, and the number I mentioned that is indeed the group number?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. And what um benefit questions did you have today?
[CUSTOMER][NEUTRAL] It's gonna be for diagnostic outpatient, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] yeah, just a diagnostic exam done on an outpatient facility.
[AGENT][NEUTRAL] Alright, so I am showing the policy is active, it's been effective since [PII], and then for outpatient, the policy would pay up to $500 per calendar day. That does include diagnostic testing in a hospital outpatient facility or an MRI facility.
[CUSTOMER][POSITIVE] All right, sounds great. Thank you so much. That will be all on my end. Can I have please just your name and a reference number for the call?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day.
[AGENT][POSITIVE] You're welcome bye bye.