AccountId: 011433970860
ContactId: d0c4ecd1-6f3b-49c9-a775-8bf69c74d589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119489 ms
Total Talk Time (AGENT): 60527 ms
Total Talk Time (CUSTOMER): 38096 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d0c4ecd1-6f3b-49c9-a775-8bf69c74d589_20250303T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Baptist Outpatient Services. I'm calling to verify outpatient benefits for one patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02456536.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's I met [PII], um, [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need outpatient benefits. Before I give you benefits, 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.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plan to the major medical and we have um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Outpatient maximum is 6350 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, any accumulation so far?
[AGENT][NEUTRAL] Um, I can check. Let's see.
[AGENT][NEUTRAL] As of today, he has not used his benefits for [PII]. So the full amount is still available.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Can I have again your name? Uh the call was cut out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much. Have a good afternoon.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Bye.