AccountId: 011433970860
ContactId: a48cec58-5dea-4010-9053-f0267a771c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130538 ms
Total Talk Time (AGENT): 56404 ms
Total Talk Time (CUSTOMER): 47513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a48cec58-5dea-4010-9053-f0267a771c02_20250603T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I wanted to get outpatient benefits for a mutual patient.
[AGENT][NEUTRAL] OK, yes, ma'am. I'll verify benefits for you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] It's going to be 02337094 ML8.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] the Oca Pineda and date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and you say you're needing outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, yeah, um, not a guarantee of payment, just verification coverage. Uh, this policy is secondary, helps with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] Has anything been met from those $1000?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't sure if she's used any benefits for this year.
[CUSTOMER][NEUTRAL] OK perfect and then that will be for the outpatient correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Perfect so then that was all that I needed to to verify can I just have the first initial to your last name and a reference number for today?
[AGENT][NEUTRAL] Uh, it's [PII], and you may use my name in today's date if you like for reference.
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great rest of your day.
[AGENT][POSITIVE] Alright you too thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] Mm