AccountId: 011433970860
ContactId: 847a8a1a-b8a7-46b4-b5be-3025b3e0d44c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159750 ms
Total Talk Time (AGENT): 77329 ms
Total Talk Time (CUSTOMER): 30049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/847a8a1a-b8a7-46b4-b5be-3025b3e0d44c_20250321T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see if some members active and what their outpatient benefits are.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 023 08261 ML8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me try this one more time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. All right, and 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[AGENT][NEUTRAL] And we have an outpatient maximum of 4000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, has any been used?
[AGENT][NEUTRAL] I can check for you. Let's see one moment.
[AGENT][NEUTRAL] As of today, Ms. [PII] has not used her benefits, so she still have the full amount available for [PII].
[CUSTOMER][POSITIVE] OK awesome is there a reference number to this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] All right thank you have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APO. Have a good weekend. Bye.
[CUSTOMER][NEUTRAL] Bye