AccountId: 011433970860
ContactId: ac590cb8-1ee5-4ef8-9333-3459d700b166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116050 ms
Total Talk Time (AGENT): 54425 ms
Total Talk Time (CUSTOMER): 40555 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ac590cb8-1ee5-4ef8-9333-3459d700b166_20250502T19:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] How may I assist you?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon, can you hear me?
[AGENT][NEUTRAL] Yes I can hear you now.
[CUSTOMER][NEUTRAL] OK, thank you. My name is [PII]. It's spelled [PII] My last name initial is [PII]
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatient Services to verify benefits for a patient's policy.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits eligibility. Could I have a callback number for you Wall pronounce your name?
[CUSTOMER][NEUTRAL] It's [PII] [PII]. You're welcome.
[AGENT][POSITIVE] Yeah, [PII]. Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what policy number?
[CUSTOMER][NEUTRAL] 02606954
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Could you verify that?
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for outpatient services, yeah, [PII]? Yes, [PII].
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] She has outpatient benefits of $8700 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] And she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] thank you so much. What is the effective date on the plan?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's it. Do you have a call reference number that I can refer to?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name and today's date as a reference is S as in Sally, H as in Howard, Y as in yellow, L as [PII] Lima, A [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a wonderful day.