AccountId: 011433970860
ContactId: 7c801046-af2a-4e02-9dbd-554f816373aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148750 ms
Total Talk Time (AGENT): 56231 ms
Total Talk Time (CUSTOMER): 38129 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7c801046-af2a-4e02-9dbd-554f816373aa_20250129T20:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm just calling to see some benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, of course. It's gonna be 02267967 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes. Her name is uh [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you, Mr. [PII]. Alright, and you said you need benefits, so it's gonna be outpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see, so we have an outpatient maximum of
[AGENT][NEUTRAL] 1500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] And have they used any of that?
[AGENT][POSITIVE] I can check for you.
[AGENT][NEUTRAL] As of today she has not used her benefits so she still have the full amount of available.
[CUSTOMER][POSITIVE] OK perfect thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.