AccountId: 011433970860
ContactId: f82df3b8-bf6f-49f0-9cbd-985f8a75fbc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129500 ms
Total Talk Time (AGENT): 63522 ms
Total Talk Time (CUSTOMER): 46446 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f82df3b8-bf6f-49f0-9cbd-985f8a75fbc3_20250124T16:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] from Baptist Outpatient Services, and I was calling to get benefits on a patient.
[AGENT][POSITIVE] It would be my pleasure to help you with those benefits, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, yes, it's gonna be sorry.
[CUSTOMER][NEUTRAL] 02281903. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. My pleasure to help you with that outpatient benefit for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary policy to her major medical.
[AGENT][NEUTRAL] And she does have outpatient coverage and that benefit amount is $500 I'm sorry, $2000 per calendar day.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK. And what is your group number?
[AGENT][NEUTRAL] Group number on the policy is.
[AGENT][NEUTRAL] 1786, uh sorry, I'm having trouble with numbers today. 17886.
[CUSTOMER][POSITIVE] Wonderful, uh.
[CUSTOMER][POSITIVE] Well, thank you so much. um, that's all I needed. You've been very helpful. I really appreciate your help.
[AGENT][POSITIVE] It's been such a pleasure, my pleasure to assist you, [PII]. Thank you for calling APL. I hope you have a wonderful day and a very happy weekend.
[CUSTOMER][NEUTRAL] You too, bye.