AccountId: 011433970860
ContactId: eec2d889-1b0c-4554-8686-d4d07cca7164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120849 ms
Total Talk Time (AGENT): 54711 ms
Total Talk Time (CUSTOMER): 36835 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/eec2d889-1b0c-4554-8686-d4d07cca7164_20250520T17:39_UTC.wav
--------------------------------------------
[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 on behalf of Baptist Diagnostic Center to verify members gap benefits.
[AGENT][NEUTRAL] OK, I can help you with the um gap benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01978560ML8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And did you need outpatient um benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so for outpatients, the policy will pay up to $7350 per calendar year. Did you want me to see if any has been used so far?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so for [PII], none of the benefits have been used yet.
[CUSTOMER][POSITIVE] OK, perfect. If you could just spell your first name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Any initials and last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Is there a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] All righty, thank you so very much and you enjoy your day.
[AGENT][POSITIVE] Thank you, [PII]. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.