AccountId: 011433970860
ContactId: 7e99468d-5d86-402b-966f-8e0da68c1e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130199 ms
Total Talk Time (AGENT): 63233 ms
Total Talk Time (CUSTOMER): 37470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/7e99468d-5d86-402b-966f-8e0da68c1e2e_20250523T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Uh, yes, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 025017007.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK. I'm showing that his effective date is [PII]. He is active on the policy. You say your outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just verification coverage. With this policy is secondary. We help with major medicals, deductible, co-pay, and or co-insurance, and he has an outpatient benefit max of $3000 per calendar year.
[CUSTOMER][NEUTRAL] OK, and would you be able to tell me if they've accumulated any so far?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, no, sir, I don't show he's used any benefits for this year, so it is available.
[CUSTOMER][POSITIVE] OK, thank you, um, so much for your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Sure, it's
[AGENT][NEUTRAL] Or my brain just went blank. [PII] in [PII] and um you may use my name in today's date of reference if you like.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today.
[AGENT][POSITIVE] Oh you're welcome. Thanks for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.