AccountId: 011433970860
ContactId: b5af00de-59dd-46ad-b9a0-93ded4f85327
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123319 ms
Total Talk Time (AGENT): 54778 ms
Total Talk Time (CUSTOMER): 45418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b5af00de-59dd-46ad-b9a0-93ded4f85327_20250324T15:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name's [PII]. I'm giving you a call from Baptist Outpatient Services. I was calling to see if you can please help me obtaining outpatient benefits for a mutual patient.
[AGENT][POSITIVE] Yeah, I'm happy to check on outpatient benefits today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02352422.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] All right, thank you. Let me pull this up. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is going to be [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] It looks like on this member's plan their outpatient benefits are a calendar day and the max is $500. That is a verification of benefits, not guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said I'm sorry it was uh 500 or 5000 I apologize.
[AGENT][NEUTRAL] Um, no, no problem. It's 500 a calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, can I please have your last name initial, and a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Last name initial is [PII], and my name with my last initial and then today's date is actually the call reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] 5