AccountId: 011433970860
ContactId: f63227d4-fe55-4e5e-b680-9282b95153d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231509 ms
Total Talk Time (AGENT): 69316 ms
Total Talk Time (CUSTOMER): 50787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f63227d4-fe55-4e5e-b680-9282b95153d5_20250310T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services in regards to an upcoming exam a mutual patient has. I wanted to see if you could provide me any benefits, please.
[AGENT][NEUTRAL] Sure, and did you say this is is in office or outpatient facility hospital?
[CUSTOMER][NEUTRAL] Outpatient facility hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02003102 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] OK, sorry that I lost you there.
[AGENT][NEUTRAL] I don't know.
[AGENT][POSITIVE] I just have a really good headset.
[AGENT][NEUTRAL] If you can verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Mm yes, one sec, let me go back to that page.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] Uh, it is, the policy is active at this time.
[AGENT][NEUTRAL] And you stated for the outpatient facility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I'm showing that benefit is up to $7350 that's per calendar year.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment, and I'll check to see if any of that benefit has been used for [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, currently we paid out.
[AGENT][NEUTRAL] $1,804.84 at this time.
[CUSTOMER][POSITIVE] OK, perfect. Can I have the initials to your, uh huh, sorry.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, the initial to my last name is [PII]. You'll use my name in today's date as reference for today's call on me. Any other questions I can assist with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you for all your help. Have a wonderful week.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day and do the same.
[CUSTOMER][NEUTRAL] Mm