AccountId: 011433970860
ContactId: db005898-dc76-4bca-a0a4-3302b15b2974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134759 ms
Total Talk Time (AGENT): 57410 ms
Total Talk Time (CUSTOMER): 43647 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/db005898-dc76-4bca-a0a4-3302b15b2974_20250609T20:30_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 [PII], good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services, uh, to confirm patients outpatient benefits for this year.
[AGENT][POSITIVE] OK, well, I can definitely help you with the outpatient benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII]. It'll be a direct line. Policy number is 01678903ML8.
[AGENT][POSITIVE] 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] Yeah, uh, member's name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a is a verification of benefits, not a guarantee of payment. Let me take a look at outpatient, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for outpatient, um, the policy would pay or it just went away. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The outpatient will pay up to $1000 per calendar year. Did you want me to see if she's used any?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Um, and so far none of the benefits have been used for [PII], so she still has the full balance.
[CUSTOMER][POSITIVE] Full balance got it.
[CUSTOMER][POSITIVE] OK, thank you so much for that information and uh if that would be all for today if you can just provide me a last initial and a reference number towards this call.
[AGENT][NEUTRAL] Sure, um, so there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you very much and I hope you have a great rest of your day today.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.