AccountId: 011433970860
ContactId: 94167714-71d3-4ea1-8037-03f8cce1d0d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93489 ms
Total Talk Time (AGENT): 33950 ms
Total Talk Time (CUSTOMER): 37719 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/94167714-71d3-4ea1-8037-03f8cce1d0d7_20250618T15:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling you from Baptist Hospital. I need to get members benefits for outpatient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it would be 0246 0294 M as in Mary, L as in Mary, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it will be [PII], um, [PII].
[AGENT][NEUTRAL] It looks like our policy is active and effective [PII].
[AGENT][NEUTRAL] You said for outpatient benefits, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, for her outpatient benefits, she has $3000 per covered person per calendar day benefit.
[CUSTOMER][NEUTRAL] He calendar day.
[CUSTOMER][NEUTRAL] All right perfect and then can I um get a reference number for this call?
[AGENT][NEUTRAL] Uh yes, it's my name, [PII]. First initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much, [PII]. I really appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.