AccountId: 011433970860
ContactId: d3cdb76f-116c-4871-98c2-3453e5b23e87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160389 ms
Total Talk Time (AGENT): 60971 ms
Total Talk Time (CUSTOMER): 43720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/d3cdb76f-116c-4871-98c2-3453e5b23e87_20250307T20:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the outpatient benefits and Ulysses, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's um policy number?
[CUSTOMER][NEUTRAL] Yes, the member's policy number is.
[CUSTOMER][NEUTRAL] 1563875
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] And thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since, hold on one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me check the outpatient benefits for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for it to um pop up here hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $4250 per calendar day.
[CUSTOMER][NEUTRAL] $4250 per day.
[AGENT][NEUTRAL] Mhm, per calendar day.
[CUSTOMER][NEUTRAL] OK, and, OK, thank you, um, so much for your help today, and uh, could I have the initial of your last name please and a reference number for this call?
[AGENT][NEUTRAL] Sure, so it's [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help today, [PII].
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling API. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.