AccountId: 011433970860
ContactId: d4d08729-c661-47da-b1ae-3b4fc97c0491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108410 ms
Total Talk Time (AGENT): 59542 ms
Total Talk Time (CUSTOMER): 35682 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d4d08729-c661-47da-b1ae-3b4fc97c0491_20250102T17:46_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. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 01978560ML8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you. And is it would be my pleasure to assist you with eligibility and an outpatient benefit for [PII]. I'm showing that her policy is active with the effective date of [PII].
[AGENT][NEUTRAL] She does have outpatient coverage up to $7350 per calendar year, and that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help today. Could I have your name again and initial to your last name please?
[AGENT][NEUTRAL] Sure, my name is [PII] and the initiative, my last name is [PII]. If you need an uh reference number, it would be my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. Hope you have a wonderful day and a happy new year to you.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.