AccountId: 011433970860
ContactId: 8939189f-0571-489c-b54a-b1b708cc21c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138380 ms
Total Talk Time (AGENT): 56242 ms
Total Talk Time (CUSTOMER): 47749 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8939189f-0571-489c-b54a-b1b708cc21c0_20250306T15:30_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] Good morning, [PII]. My name is [PII]. I'm calling in from Baptist Outpatient Services. Just calling in to check on benefits for mutual patients.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and I'll let, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, 02255717 ML 8.
[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] It is [PII]. Date of birth, [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].
[AGENT][NEUTRAL] And um what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, this is gonna be for a outpatient diagnostic exam.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for outpatient, the policy will pay up to $1000 per calendar year. Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] And I'm not showing that any of the um balance has been used for [PII] yet.
[CUSTOMER][POSITIVE] Nothing yet? OK. Great. Thank you so much. Can I have please just your name as a reference?
[AGENT][NEUTRAL] Sure, so my name is [PII], [PII].
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] OK