AccountId: 011433970860
ContactId: 9265efa8-3c2d-4310-8839-16df21ee7fa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130699 ms
Total Talk Time (AGENT): 52988 ms
Total Talk Time (CUSTOMER): 49617 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9265efa8-3c2d-4310-8839-16df21ee7fa6_20250225T14:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to verify a patient's plan if it's active and how much is remaining in their outpatient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII], no extension, and the policy number is 02427991, M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I'm gonna spell it for you. 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. I am showing that the policy um is active, it's been effective since [PII]. And let me see.
[AGENT][NEUTRAL] How much they have left of the max.
[AGENT][NEGATIVE] And so far no one has used any of their benefits. They still have the full 1500 for the calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. Can you provide me uh the first initial to your last name and a reference number for the call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial is [PII], and my name is [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. You've been very helpful. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.