AccountId: 011433970860
ContactId: cc83dcb2-8499-4cd4-b74f-6ecc7666fde1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104019 ms
Total Talk Time (AGENT): 47669 ms
Total Talk Time (CUSTOMER): 41170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cc83dcb2-8499-4cd4-b74f-6ecc7666fde1_20250117T17:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services. I wanted to obtain outpatient benefits for our policy.
[AGENT][POSITIVE] Sure, yes, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yep, a call back at [PII] and the policy number is 02141746.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And could you repeat his date of birth for me please, if you don't mind, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This member has outpatient benefits of $500 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and his policy has been active since I'm sorry since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wonderful. OK, thank you so much. Do you by any chance have a call reference number I can refer to?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name and today's date as a reference. It's [PII], and today's date.
[CUSTOMER][POSITIVE] OK wonderful and what is your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. I appreciate it. I hope you have a wonderful day and a great weekend.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL. You have a great one as well, yes, goodbye.
[CUSTOMER][POSITIVE] Thanks bye.