AccountId: 011433970860
ContactId: f27dbc26-6189-462b-a0b9-66be7c836a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129520 ms
Total Talk Time (AGENT): 40068 ms
Total Talk Time (CUSTOMER): 54488 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f27dbc26-6189-462b-a0b9-66be7c836a91_20250421T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Baptist Outpatient Verification. Um, I was just calling to get the benefits for our patient.
[AGENT][NEUTRAL] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's a direct line?
[AGENT][NEUTRAL] Thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it is.
[CUSTOMER][NEUTRAL] 02298042 M as in Mary, L as in Lima, and number 8.
[AGENT][NEUTRAL] Thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII], and it's [PII].
[AGENT][NEUTRAL] And this was for outpatient services?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] get that pulled up. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For her outpatient benefits, she has a $500 per covered person per occurrence benefit.
[CUSTOMER][NEUTRAL] OK. And has anything been met?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I don't show anything new so far this year.
[CUSTOMER][POSITIVE] So, OK, 0, perfect. OK, [PII], thank you so much. Is it possible if I could please have a reference number?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.