AccountId: 011433970860
ContactId: e2498c5d-efeb-4d4a-bc3e-dd37e8979983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118650 ms
Total Talk Time (AGENT): 51290 ms
Total Talk Time (CUSTOMER): 38867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e2498c5d-efeb-4d4a-bc3e-dd37e8979983_20250210T14:21_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][POSITIVE] Good morning, [PII]. This is [PII] calling from Baptist Outpatient Services. I'm going to um obtain benefits for one patient, outpatient benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits right. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 01481601ML8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], um [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And hold on one moment, I'm just waiting for the benefits to populate here.
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] And you said outpatient benefits, right?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $500 per calendar day.
[AGENT][NEUTRAL] There's no deductible?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. I appreciate it. Any reference number for this call?
[AGENT][POSITIVE] You're very welcome, [PII].
[AGENT][NEUTRAL] No, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. So you also thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm