AccountId: 011433970860
ContactId: eb5a4795-384f-4bea-ba23-5750dab39d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130179 ms
Total Talk Time (AGENT): 56601 ms
Total Talk Time (CUSTOMER): 56895 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/eb5a4795-384f-4bea-ba23-5750dab39d8b_20250424T18:28_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, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient to check if patients have outpatient benefits, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to 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] [PII].
[CUSTOMER][NEUTRAL] And policy number it is 02597465 and [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 and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for outpatient benefits, the policy will pay up to $750 per calendar day.
[CUSTOMER][NEUTRAL] Has the patient used anything of those $700?
[AGENT][NEUTRAL] It's per day.
[CUSTOMER][NEUTRAL] Oh, it's per day. Ah, thank you so much. OK. So 750 per calendar day. Ms. [PII], may I have a reference number with the initial of your last name, please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII]. It's OK, and then today's date.
[CUSTOMER][NEUTRAL] Oh, I'm not sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is your your time zone?
[AGENT][NEUTRAL] We are central.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, Ms. [PII], that was it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.