AccountId: 011433970860
ContactId: b42842d4-cbe1-463d-899f-448f1e7a889a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137789 ms
Total Talk Time (AGENT): 78961 ms
Total Talk Time (CUSTOMER): 47590 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b42842d4-cbe1-463d-899f-448f1e7a889a_20250122T13:32_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] Hi [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] [PII] I'm calling from Baptist Outpatient services to see the um outpatient benefits for a member.
[AGENT][POSITIVE] You see, it would be my pleasure to assist you with those outpatient benefits. What is a good call back number?
[CUSTOMER][NEUTRAL] Yes, callback number would be [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 02317825ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with those outpatient benefits for [PII]. I am showing this policy is active. Effective date is [PII]. This is a secondary policy to his primary insurance. He does have outpatient coverage up to $2500 per calendar year.
[AGENT][NEUTRAL] And [PII], that is a verification of coverage and not a guarantee of payment. Anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, would you be able to tell me, I know it's still the beginning of the [PII], but has he accumulated anything?
[AGENT][POSITIVE] I can check that for you.
[AGENT][POSITIVE] To see what we have on file. My pleasure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] As of right now, he has that full benefit remaining at this moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today. Could I have the initial to your last name please and a reference number for this call?
[AGENT][POSITIVE] Sure, the reference number for this call is my name and today's date, and I spell my name [PII], and it was a pleasure to help you with those benefits, [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Thank you bye bye. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.