AccountId: 011433970860
ContactId: f74e37bf-b80e-460f-b38c-de837b42f4a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209139 ms
Total Talk Time (AGENT): 92158 ms
Total Talk Time (CUSTOMER): 53350 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f74e37bf-b80e-460f-b38c-de837b42f4a7_20250213T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name's [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with that patient benefits, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number we have on file is 60801.
[AGENT][NEUTRAL] OK. That, that number is a payer ID. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] Mm OK. All right, we will have to do a name search. Um, bear with me just a second. Let me pull this other system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Yes, the last name is spelled [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, may I have the date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] And you said you need outpatient benefits and let me go ahead and give you the correct policy number. Let me know when you, you're ready for your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes I'm ready whenever.
[AGENT][NEUTRAL] OK, so the policy number is 0249.
[AGENT][NEUTRAL] 658 5.
[CUSTOMER][NEUTRAL] 02496585. OK, thank you.
[AGENT][NEUTRAL] Mhm. You're welcome. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That is outpatient maximum 6600 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, and has the, has she accumulated any so far?
[AGENT][POSITIVE] I can check for you, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As of today, she has not used her benefits, so she still have the full amount available.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for all your help today. So could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, sure, the initial to my last name is [PII], and we don't have reference numbers. You can use, um, my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you for all your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.