AccountId: 011433970860
ContactId: 7a48eaa4-8884-4ecf-9352-c3fd2b1968c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120319 ms
Total Talk Time (AGENT): 58702 ms
Total Talk Time (CUSTOMER): 36140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7a48eaa4-8884-4ecf-9352-c3fd2b1968c3_20250422T21:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from Baptist Outpatient Services just to confirm outpatient benefits for our member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My last name initial is [PII] and best callback number is [PII], direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, that's going to be 026100072.
[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] Yes, uh, member's name is [PII]. Date of birth is [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 that the policy is active. It's been effective since [PII]. And for the outpatient benefits, hold on one moment.
[AGENT][NEUTRAL] The policy will pay up to $8500 per covered person per calendar year. Did you want me to see if any of that's been used for this year?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the balance has been used for [PII].
[CUSTOMER][POSITIVE] OK, so 8500. Perfect, thank you so much, and uh if I could just have a last name initial and a reference number to the call.
[AGENT][NEUTRAL] Sure, so the first initials of my last name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Awesome, thank you very much and I hope you have a great rest of your day today.
[AGENT][POSITIVE] Thank you, Gladys. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, that would be all, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.