AccountId: 011433970860
ContactId: ec29267e-eef0-45bc-a9a2-012b554f2857
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119650 ms
Total Talk Time (AGENT): 47241 ms
Total Talk Time (CUSTOMER): 38201 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ec29267e-eef0-45bc-a9a2-012b554f2857_20250609T13:05_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][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services, calling to see the outpatient benefits remember.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the outpatient benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The member's ID number is 2473031.
[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] and [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 the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And hold on one moment while I get the benefits.
[AGENT][NEUTRAL] For outpatient, the policy will pay up to $300 per calendar day.
[CUSTOMER][NEUTRAL] OK, $300 per account.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today, and uh, could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Sure, it's L like Larry, and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help today.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APO have a good day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] You're welcome. Bye bye.