AccountId: 011433970860
ContactId: ab722a74-fccb-4d80-9129-098d63ff6054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178899 ms
Total Talk Time (AGENT): 74394 ms
Total Talk Time (CUSTOMER): 56947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ab722a74-fccb-4d80-9129-098d63ff6054_20250618T13:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, hello, [PII]. My name is [PII]. First initial to my last name is [PII]. I'm calling from Baptist Outpatient Services in [PII]. I just want to verify eligibility, uh, and how much the amount is for outpatient benefits for the patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah, of course, a callback number is going to be [PII] and the policy number on file is 948722.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, name we have is [PII]. Date of birth is [PII] I'm sorry, [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 hold on one moment let me take a look at the benefits.
[AGENT][NEUTRAL] And for outpatient, the policy will pay up to $2000 per calendar year.
[AGENT][NEUTRAL] Did you want me to see if any has been used for?
[CUSTOMER][POSITIVE] OK, perfect, so.
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2000, hold on one moment, let me get the total.
[AGENT][NEUTRAL] OK, so he's used $81.02.
[AGENT][NEUTRAL] He has $1,918.98 for the left for the year.
[CUSTOMER][NEUTRAL] OK, I'm so sorry. Uh, you said that he has 19,900 and how much?
[AGENT][NEUTRAL] $1,918.98.
[CUSTOMER][POSITIVE] Perfect. Remaining. OK, perfect. Thank you so much. All I would need now is a reference number if you guys provide them.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and again that's [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a great day, enjoy the rest of your week.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that was all. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Have a great day, bye bye.