AccountId: 011433970860
ContactId: d867dcbf-2c11-46aa-9aa5-8ab17d5eba46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266290 ms
Total Talk Time (AGENT): 106554 ms
Total Talk Time (CUSTOMER): 95768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d867dcbf-2c11-46aa-9aa5-8ab17d5eba46_20250513T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Good morning, Ms. [PII]. My name is [PII], and I'm calling from Baptist Outpatient. I'm calling to check um the benefits for patient, please.
[AGENT][POSITIVE] OK, well, I can definitely assist you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02611395.
[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], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what type of benefits did you want to go over today, outpatient?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Um, yes, outpatient, please.
[AGENT][NEUTRAL] OK. So for outpatient, the policy will pay up to $6500 per person per calendar year. Did you want me to see if any of that has been used?
[CUSTOMER][NEUTRAL] You said 6500?
[AGENT][NEUTRAL] Yes, per calendar year.
[CUSTOMER][POSITIVE] Thank you so much. And yes, can you please check how much have the patient used?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alrighty, so for [PII], none of the um benefits have been used, so they still have that full balance.
[CUSTOMER][POSITIVE] Perfect. Ms. [PII], quick question. I do have another policy to check if you are able to help me with that one too, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] Thank you. And for the reference number, it will be the same?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, it will be my name and today's date for the entire call. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, the next member's policy number?
[CUSTOMER][NEUTRAL] It is 01.
[CUSTOMER][NEUTRAL] 716915 M. Larry, I'm [PII], number 8.
[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], [PII].
[AGENT][NEUTRAL] Thank you for that. So for this policy, um, this policy number is no longer active as of [PII], but there is an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number is 262.
[AGENT][NEUTRAL] 0974.
[CUSTOMER][NEUTRAL] 262-097-4
[AGENT][NEUTRAL] And this
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And this policy has been active since [PII]?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And did you need the outpatient benefits for this as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, for this one it's the same, $6500 per calendar year. And did you want me to see if any has been used?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] Alright, for [PII], none of the benefits have been used um either for this patient.
[CUSTOMER][NEUTRAL] So it's still the same. Perfect, Miss [PII]. Miss [PII], you said that the um reference number, it will be your first and last name with the time, with the date?
[AGENT][NEUTRAL] Um, my first and last name and today's date.
[CUSTOMER][POSITIVE] Perfect. And what is your time zone?
[AGENT][NEUTRAL] Um, we are in Central Standard Time.
[CUSTOMER][POSITIVE] Perfect. So it's 10:[PII]. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh no, that was all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.