AccountId: 011433970860
ContactId: cba90f87-013d-41ef-abeb-15075d42dcf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137270 ms
Total Talk Time (AGENT): 54134 ms
Total Talk Time (CUSTOMER): 47670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/cba90f87-013d-41ef-abeb-15075d42dcf6_20250221T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to verify if a patient's plan is active with you guys and how much is remaining in his outpatient service.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, member's policy number is 02580179 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payments, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And let me see how much of the Mac they've used. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so for outpatients, the benefit is $500 per calendar day, so it resets each day.
[CUSTOMER][NEUTRAL] OK, so it's $500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Could you provide me the first initial to your last name and then a reference number for the call?
[AGENT][NEUTRAL] Sure, so it's [PII] and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You also, [PII], and thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.