AccountId: 011433970860
ContactId: 885b8e66-6789-4181-89db-0ee59199332d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120040 ms
Total Talk Time (AGENT): 56079 ms
Total Talk Time (CUSTOMER): 44987 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/885b8e66-6789-4181-89db-0ee59199332d_20250127T15:34_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, yes, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling just to check a gap insurance information for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, um, contact number is [PII] and the member number is 01669805 the letter M and L, the number 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, member's first name is [PII], last 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 the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over? Would it be outpatient?
[CUSTOMER][POSITIVE] Yes. Outpatient freestanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that doesn't, is it like a procedure?
[CUSTOMER][NEUTRAL] It's a diagnostic exam.
[AGENT][NEUTRAL] OK, so that does include diagnostic testing in the hospital outpatient facility or MRI facility.
[CUSTOMER][NEUTRAL] Thank you, may I have um your name again and a call reference number?
[AGENT][NEUTRAL] Sure, so my name is [PII]. There's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I hope you have a good day.
[AGENT][POSITIVE] You're welcome [PII]. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.