AccountId: 011433970860
ContactId: f84e4b33-a12a-4518-8837-bf40bfd55e76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109819 ms
Total Talk Time (AGENT): 41608 ms
Total Talk Time (CUSTOMER): 40451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f84e4b33-a12a-4518-8837-bf40bfd55e76_20250324T16:53_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for a member.
[AGENT][POSITIVE] I'll be happy to assist with the benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, the member's policy number would be.
[CUSTOMER][NEUTRAL] 02545746
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII] and um [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show the outpatient calendar year maximum is $2500.
[CUSTOMER][NEUTRAL] And would you be able to tell me if heated any so far this year?
[AGENT][NEUTRAL] No, she has not used her benefits. She has the full amount available.
[CUSTOMER][POSITIVE] OK, perfect. Thank you for all your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] So the reference is just gonna be my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Oh, that's all. Thank you for your help today.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Mhm, one moment.