AccountId: 011433970860
ContactId: c99a162e-0fee-42ab-9de2-bcc6f39f917a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138639 ms
Total Talk Time (AGENT): 66036 ms
Total Talk Time (CUSTOMER): 51609 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c99a162e-0fee-42ab-9de2-bcc6f39f917a_20250114T17:42_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] I'm sorry, you kinda broke up a little bit. What did you say your name was again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] For that, my name's [PII]
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and how much?
[CUSTOMER][NEUTRAL] Last name initials [PII].
[AGENT][NEUTRAL] OK, how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to see the outpatient benefits for a member.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits. So may I have a callback number just in case we get disconnect?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] And you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] Baptist Outpatient services.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, please, Mr.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 01902180 ML 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK, 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 this is one of our secondary supplemental plan to the major medical. We have an outpatient maximum of $500 per day.
[CUSTOMER][NEUTRAL] She does for 500 a day.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for all your help today. So could I have a reference number for this call, please?
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.