AccountId: 011433970860
ContactId: c0bcee0d-6ca2-4e43-9ee8-8dbaa52887d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161880 ms
Total Talk Time (AGENT): 58069 ms
Total Talk Time (CUSTOMER): 70698 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c0bcee0d-6ca2-4e43-9ee8-8dbaa52887d4_20250623T14:52_UTC.wav
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[AGENT][NEUTRAL] Uh my sister.
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm giving you a call from Baptist Outpatient Services. I was calling to see if you can help me obtaining outpatient benefits.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Last name initial [PII].
[CUSTOMER][NEUTRAL] And it's going to be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I have the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Yes, it is going to be.
[CUSTOMER][NEUTRAL] Uh, one second, I'm sorry, I got lost here.
[CUSTOMER][NEUTRAL] It is going to be 0161177.
[CUSTOMER][NEUTRAL] ML 7, but I don't know if it's.
[AGENT][NEGATIVE] It's not enough numbers.
[AGENT][NEUTRAL] Do you have a copy of the card to look at the card?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, this is what the member provided us.
[AGENT][NEUTRAL] Something is missing.
[AGENT][NEUTRAL] Do you have the member social.
[CUSTOMER][NEUTRAL] Yes, I believe I do. So I have here.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] One second, I'm sorry.
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is this member's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for [PII], correct?
[CUSTOMER][POSITIVE] Yes, outpatient benefits.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. [PII] has outpatient benefits of $1500 per calendar year. This is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. Has she used any of the 1500?
[AGENT][NEUTRAL] She has not utilize any of her money for any of her benefits for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Can I please
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, just your first name and your last name initial and a reference number for the call if you provide any, please.
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye