AccountId: 011433970860
ContactId: c376eb63-109f-4c8d-8f4b-9afe3c23412c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117860 ms
Total Talk Time (AGENT): 52002 ms
Total Talk Time (CUSTOMER): 46639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c376eb63-109f-4c8d-8f4b-9afe3c23412c_20250519T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient. I needed to check on a member's benefits, uh, outpatient benefits, please.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01822565, M for mother, L for Lima, 8.
[AGENT][POSITIVE] Thank you very much. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII]. Um, [PII].
[AGENT][POSITIVE] Thank you very much for the information, [PII]. You're calling for outpatient benefits for the member. Give me one moment.
[AGENT][NEUTRAL] I can give that to you. The member shows effective as of [PII]. This policy shows active and for outpatient benefits they pay on a per day max. Please note verification of benefits provided does not guaranteed payment. We pay up to $500 per day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 500 per day. All right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that that's uh co-pays or anything you take over, right?
[AGENT][NEUTRAL] Uh, we help with the deductible, co-pay, and deductible for covered services.
[CUSTOMER][NEUTRAL] I call the doctor.
[CUSTOMER][POSITIVE] OK, wonderful. I'll go ahead and take your name down again and a call reference number please.
[AGENT][NEUTRAL] OK, my name is [PII]. We do not provide call reference numbers. You can use my name and today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good one.
[AGENT][POSITIVE] You as well. Thanks for calling API [PII]. Have a great one. Bye.
[CUSTOMER][NEUTRAL] Bye bye.