AccountId: 011433970860
ContactId: 9374a22d-0fd0-4f52-b2a6-723df43b0853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158860 ms
Total Talk Time (AGENT): 62635 ms
Total Talk Time (CUSTOMER): 47563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/9374a22d-0fd0-4f52-b2a6-723df43b0853_20250619T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient just to check the benefits on a patient's, um,
[CUSTOMER][NEUTRAL] Plans and she's coming in for a few tests.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and then that, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, her number is [PII] and the policy number that I have here.
[CUSTOMER][NEUTRAL] Is 250-2546.
[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] This is for uh [PII] born [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 you want to go over outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $2500 per calendar year. Did you want me to see if any has been used for [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] 2.
[AGENT][NEUTRAL] OK, so for this year, she's used the full balance of the 2500 outpatient.
[CUSTOMER][NEUTRAL] OK, so she doesn't have any more coverage left.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Until January.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it then. Is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, [PII]. Well, thank you so much for your help. I think that is all for today.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.