AccountId: 011433970860
ContactId: bef9cda2-32b1-4b72-8c4a-5b2d3187dc77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125569 ms
Total Talk Time (AGENT): 55923 ms
Total Talk Time (CUSTOMER): 51680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bef9cda2-32b1-4b72-8c4a-5b2d3187dc77_20250527T20:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon. My name is [PII]. I'm calling from our facility, um, Baptist Outpatient Services. This patient that we have here provided this, um, gap insurance. So we would just like to know their outpatient benefits.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last name [PII] [PII] callback number is [PII].
[AGENT][NEUTRAL] Can I have that policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Yes, 01960604, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth and I'll be able to provide you with eligibility.
[CUSTOMER][NEUTRAL] Mhm. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, this policy has been active since [PII] and it's currently active. This member has outpatient benefits.
[AGENT][NEUTRAL] Of $7350 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so you said 7350 calendar year, um, has any of that been used?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] She's utilized $61.08 of her benefits for [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. Can I have your reference number for our call, please?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can utilize my name in today's date as a reference, and my name is [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. Have a good one. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Goodbye, [PII].