AccountId: 011433970860
ContactId: 6afa3048-da3a-45ed-97d1-5306a05b7783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141839 ms
Total Talk Time (AGENT): 60985 ms
Total Talk Time (CUSTOMER): 52960 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/6afa3048-da3a-45ed-97d1-5306a05b7783_20250425T15:03_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, good morning. I'm calling from Baptist Outpatient Services in regards to obtaining um benefits for an exam a patient is coming in for.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the patient's benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And a good contact number in case we're disconnected and then the member's policy number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number is uh.
[CUSTOMER][NEUTRAL] 002473375 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII]. First name is spelled [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today? I know you said exam, but is it like outpatient?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK, let me see. So the policy will pay up to $300 per calendar day.
[CUSTOMER][POSITIVE] The calendar day. Perfect.
[CUSTOMER][NEUTRAL] The max
[AGENT][NEUTRAL] What, what do you mean by that?
[CUSTOMER][NEUTRAL] Like a limit for like the whole year or just per day?
[AGENT][NEUTRAL] Oh, OK. So, so it's per day, so, so basically the 300 resets each day.
[CUSTOMER][NEUTRAL] OK perfect can I have your name and a call reference number please?
[AGENT][NEUTRAL] Sure, my name is [PII], first initial of my last name is [PII]. Um, we don't give call reference numbers, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Have a great day and thank you for your time.
[AGENT][POSITIVE] You also, [PII]. Thanks for calling APL. Was there anything else I can assist with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too.