AccountId: 011433970860
ContactId: eb1c1e90-80fd-40f5-b461-79ca7bd9faa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115629 ms
Total Talk Time (AGENT): 51052 ms
Total Talk Time (CUSTOMER): 45118 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/eb1c1e90-80fd-40f5-b461-79ca7bd9faa7_20250103T21:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with this. Um, what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 1477502ML8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII]. Thank you.
[AGENT][NEUTRAL] It's almost a tongue twister for me.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that. I'm showing the policy effective date is [PII], currently active at this time, and we're checking for outpatient facility or hospital.
[CUSTOMER][POSITIVE] Yes, outpatient benefits.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $1000 that's per calendar day.
[AGENT][NEUTRAL] And the information provided is uh just uh verification, it doesn't guarantee payment of a claim.
[CUSTOMER][POSITIVE] OK, OK, sounds good thank you so much for all your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All [PII].
[AGENT][NEUTRAL] Mhm you'll use my name and today's date is your reference. First initial of my last name is [PII], anything else?
[CUSTOMER][POSITIVE] No, that's all thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you as well.