AccountId: 011433970860
ContactId: 92e78c92-4ccd-4b90-b4b5-02a0462edcb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138880 ms
Total Talk Time (AGENT): 78138 ms
Total Talk Time (CUSTOMER): 50193 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/92e78c92-4ccd-4b90-b4b5-02a0462edcb1_20250110T16:26_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, [PII]. My name is [PII] and I am calling from Baptist Outpatient. I'm calling to check on the benefits for a member.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient please?
[CUSTOMER][NEUTRAL] Um, yes, one second.
[CUSTOMER][NEUTRAL] It is 0249.
[CUSTOMER][NEUTRAL] 762-8 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy, I'm sorry, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with those benefits for [PII]. Is it outpatient benefit you're needing?
[CUSTOMER][POSITIVE] Yes. Correct, outpatient.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And I can help you with that benefit, and I'm showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to the policyholders major medical.
[AGENT][NEUTRAL] And he does have outpatient coverage up to $2500 and that is a per calendar year benefit. Also, if you would note that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I think that's it. Um, I'll just need a call reference number for this.
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good one, OK?
[AGENT][POSITIVE] It's been my pleasure to assist you with those benefits, [PII]. Thank you for calling APL. I hope you have a wonderful day as well. Take care and stay warm.
[CUSTOMER][NEUTRAL] Likewise.
[CUSTOMER][NEUTRAL] Yes, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.