AccountId: 011433970860
ContactId: 9956709d-2405-4238-a792-9bd61760790c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125410 ms
Total Talk Time (AGENT): 58948 ms
Total Talk Time (CUSTOMER): 44242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9956709d-2405-4238-a792-9bd61760790c_20250121T14:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient um to check on outpatient benefits for a member, please.
[AGENT][NEUTRAL] OK, I can assist with that. [PII], thank you. Um, may I have your call back number before you're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 02140844ML8.
[AGENT][NEUTRAL] Thank you, [PII] and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and you're calling for outpatient benefits one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, the
[CUSTOMER][NEUTRAL] And eligibility too.
[AGENT][NEUTRAL] Yes, of course, um, the policy shows effective as of [PII]. This policy currently shows active for the member.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $7900 for the calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Eligibility started this year, or?
[AGENT][NEUTRAL] No, eligibility began as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has it
[AGENT][NEUTRAL] And is currently active.
[CUSTOMER][NEUTRAL] Has it been met, the 7900?
[AGENT][NEUTRAL] For [PII]? No.
[CUSTOMER][NEUTRAL] Or just
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, [PII], I'll take a call reference number whenever you can.
[AGENT][NEUTRAL] We do not provide call reference numbers [PII]. You can use my name and today's date. My last initial is [PII]. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] That's it. Thank you so much. Have a nice day.
[AGENT][POSITIVE] You as well thank you for calling APL take care bye.
[CUSTOMER][NEUTRAL] Bye bye.