AccountId: 011433970860
ContactId: bacf43f8-4f57-457d-8693-1ca70feb3665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122150 ms
Total Talk Time (AGENT): 53372 ms
Total Talk Time (CUSTOMER): 47143 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/bacf43f8-4f57-457d-8693-1ca70feb3665_20250218T16:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name's [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits, remember.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits. So may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number that we have on file here is.
[CUSTOMER][NEUTRAL] 02161358 ML 8
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of 1000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, and would you be able to tell me if she has accumulated any so far for the [PII]?
[AGENT][NEUTRAL] Mhm. Yeah, she has not used her benefits for [PII] as of today, so she still have the full month.
[CUSTOMER][POSITIVE] OK. Thank you so much for all your help today. So could I have the
[AGENT][POSITIVE] You're welcome, Miss.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, just the initial to your last name please and the reference number for this call.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, sure, the last initial is [PII], and we don't have reference numbers, Mr. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you for all your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day good week.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you. Bye-bye.