AccountId: 011433970860
ContactId: bab5fde9-7456-4c93-a096-49117b4558dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135279 ms
Total Talk Time (AGENT): 71499 ms
Total Talk Time (CUSTOMER): 41351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/bab5fde9-7456-4c93-a096-49117b4558dd_20250123T18:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if this patient's um policy is active with you guys and how much is remaining in their outpatient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with the eligibility and the outpatient benefits today, and Ms. [PII], do you mind if I snag a quick callback number?
[CUSTOMER][NEUTRAL] Sure. [PII], no extension.
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] What is the member's policy number today?
[CUSTOMER][NEUTRAL] 02473044
[AGENT][POSITIVE] Perfect, give me one moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. And would you be able to verify for me, please, Ms. [PII], your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. I do see her here. She is current and active with an effective date of 04-01-2024, and for outpatient benefits, you're wanting to know what remains for the calendar year?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, perfect. I do wanna let you know any benefit information I give you over the phone is always just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] It looks like her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, so she actually has um her outpatient benefit is per calendar day, which means it resets every calendar day and it's up to $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Could you please provide me the first initial to your last name, [PII], and a reference number for the call?
[AGENT][NEUTRAL] Oh, you bet you my last initial is [PII] like boy, and then the reference number is just gonna be my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] My pleasure, [PII]. You take care and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.