AccountId: 011433970860
ContactId: f6a92f68-8b1e-43d8-bdee-43ccc0f21b58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128339 ms
Total Talk Time (AGENT): 60839 ms
Total Talk Time (CUSTOMER): 42348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f6a92f68-8b1e-43d8-bdee-43ccc0f21b58_20250304T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name's [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits remember.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 352-717 ML 7
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][POSITIVE] OK, thank you. Give me a moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And what, oh, you say you needed outpatient benefits, correct?
[CUSTOMER][POSITIVE] Yes, please. Yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay or co-insurance, and they have, she has an outpatient benefit that pays up to $200 per calendar day.
[CUSTOMER][POSITIVE] $200 per day. OK, thank you, thank you so much for your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh yes, sir. It's Q as in Quebec. And we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you for all your help today, [PII].
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] You as well. Bye.
[AGENT][NEUTRAL] Bye.