AccountId: 011433970860
ContactId: cce04b4b-6667-4507-aa2b-e6a5c13229e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156429 ms
Total Talk Time (AGENT): 59018 ms
Total Talk Time (CUSTOMER): 50418 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/cce04b4b-6667-4507-aa2b-e6a5c13229e3_20250211T18:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. It's spelled [PII] My last name initial is [PII] I'm calling from Baptist Outpatient Services. I'm sorry, can you repeat your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK, so thank you so much. I'm calling to get outpatient benefits for a policy.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's going to be 1,368,840.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, and you said you need outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, let me pull that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and we have an outpatient maximum of.
[AGENT][NEUTRAL] 200 per day.
[CUSTOMER][NEUTRAL] 200 per day.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the effective day on the plan?
[AGENT][NEUTRAL] OK, let me go back one moment.
[AGENT][NEUTRAL] Effective date is [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] [PII] and it is active. OK, so thank you so much. I appreciate the information. Do you by any chance give a call reference number or can I refer to your name?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] My name in today's date we don't have reference numbers yes.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APO. bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.