AccountId: 011433970860
ContactId: a4c8985e-7fc4-47c6-a091-d042a3064d73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227250 ms
Total Talk Time (AGENT): 71850 ms
Total Talk Time (CUSTOMER): 68105 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a4c8985e-7fc4-47c6-a091-d042a3064d73_20250210T20:56_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from pre-registration at Baptist Outpatient Services. I was calling to verify benefits for patients.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 024.
[CUSTOMER][NEUTRAL] 193.
[CUSTOMER][NEUTRAL] 73.
[AGENT][NEUTRAL] Thank you, [PII], could you verify that patient's name and date of birth that you're inquiring benefits for today?
[CUSTOMER][NEUTRAL] Yes, um, old [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility, so let me give you the correct policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] the one you provide them was terminated [PII]. So the policy number is 2556477.
[CUSTOMER][NEUTRAL] OK, so I have 2556477.
[AGENT][NEUTRAL] Yes, that is correct, and his, you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient, yes.
[AGENT][NEUTRAL] This policy has outpatient benefits of $8700 per calendar year.
[AGENT][NEUTRAL] And this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so remaining amount 8700 and um this includes a family benefits, correct for outpatient.
[AGENT][NEUTRAL] No, this is the member's individual outpatient benefit per individual per calendar year.
[CUSTOMER][NEUTRAL] OK, for [PII] [PII], correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, perfect. Um, can I please have a reference number for this call?
[AGENT][NEUTRAL] We don't provide those either. however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Initial to your last please.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the initial to your last name [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Medicare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 328255.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Oh, so sorry. Yes, you're all set on my behalf. Have a wonderful day.
[AGENT][POSITIVE] No worries. Thanks for calling APL. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.