AccountId: 011433970860
ContactId: ac9a75d0-7192-4d80-8ff0-01cc0c21abf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144610 ms
Total Talk Time (AGENT): 63011 ms
Total Talk Time (CUSTOMER): 48579 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ac9a75d0-7192-4d80-8ff0-01cc0c21abf3_20250509T17:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. How are you? Uh, my name is good, thank you. My name is [PII]. I'm calling from Baptist Outpatient. Um, we needed to check on a member's outpatient benefits, please.
[AGENT][POSITIVE] I'm doing good. How are you doing?
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said outpatient, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02510864.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, of course. It's [PII], sorry, not [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And for outpatient, the policy will pay up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you want me to see if any of that has been used for [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And for [PII], she has not used any of the benefits.
[CUSTOMER][NEUTRAL] OK, so she has uh uh 2000 you said?
[AGENT][NEUTRAL] Let me hold on one moment just to be sure, yes, 2000 for outpatient mhm.
[CUSTOMER][NEUTRAL] A total of 2000.
[CUSTOMER][NEUTRAL] OK. All right, Ms. [PII], may I have a call reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you. Have a nice one.
[AGENT][POSITIVE] You also, and thanks for calling APL. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, have a great weekend. Bye bye.
[CUSTOMER][NEUTRAL] OK