AccountId: 011433970860
ContactId: 6749a73b-55b2-4212-b049-51f37728ce3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165119 ms
Total Talk Time (AGENT): 74510 ms
Total Talk Time (CUSTOMER): 61777 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6749a73b-55b2-4212-b049-51f37728ce3f_20250225T15:54_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]. Good morning. Uh, my name is [PII] and I'm calling from Baptist Outpatient. I needed to check on member outpatient benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] That's the problem. I don't have a policy number because he couldn't find it on his ID card. He couldn't identify it. So what I do have is his name and date of birth.
[AGENT][NEUTRAL] And I can help you with that. What is the last name?
[CUSTOMER][NEUTRAL] It's [PII] [PII], let me spell it out. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Would you like his policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, I'll take it.
[AGENT][NEUTRAL] Alright, as of [PII], [PII]'s active policy number is 254.
[AGENT][NEUTRAL] 3184.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy is current and I can help you with that outpatient benefit and all benefits given over the phone is a verification of coverage, not a guarantee of payment. That outpatient benefit amount is $1000. That is a per calendar day benefit.
[CUSTOMER][NEUTRAL] OK, so it's per calendar day. Is there a limit, uh, for the year?
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's $1000 per calendar date. Got it. Um, Ms. [PII], can I, can you provide me with a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. You have a nice day, OK?
[AGENT][POSITIVE] It's been my pleasure to help you with those benefits. Thank you for calling APL Gabby. Have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.