AccountId: 011433970860
ContactId: dc18f4b3-3677-4ef7-953d-2712019ab4cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200729 ms
Total Talk Time (AGENT): 56782 ms
Total Talk Time (CUSTOMER): 47372 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/dc18f4b3-3677-4ef7-953d-2712019ab4cb_20250612T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient outpatient Services. I'm calling over mutual patients and know their outpatient benefits.
[AGENT][POSITIVE] I can help you with benefits. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[AGENT][NEUTRAL] Alright, and what is the policy number?
[CUSTOMER][NEUTRAL] The policy number will be
[CUSTOMER][NEUTRAL] 01845866 ML 7.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[AGENT][NEUTRAL] And you wanted outpatient benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and this is just a verification of benefits and not a guarantee of coverage.
[AGENT][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, where did it go?
[AGENT][NEUTRAL] It looks like they have an outpatient benefit maximum of up to $1000 per calendar year.
[AGENT][NEUTRAL] An outpatient deductible?
[CUSTOMER][NEUTRAL] Have they met any of them?
[AGENT][NEUTRAL] Oh, let me look.
[AGENT][NEUTRAL] Uh, it looks like she's used $500 so far.
[CUSTOMER][NEUTRAL] For her outpatient services correct?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so for outpatients she only has $500 left.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can I just get initial of your last name and just the reference number of the call?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much, [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Great. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.