AccountId: 011433970860
ContactId: f97d4f7d-80da-4e36-b4ca-0cd171edfcd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167850 ms
Total Talk Time (AGENT): 71670 ms
Total Talk Time (CUSTOMER): 53429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/f97d4f7d-80da-4e36-b4ca-0cd171edfcd7_20250516T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to verify a member's, uh, eligibility and how much they have left on their American Public Life Max.
[AGENT][NEUTRAL] OK, I can help you with eligibility and the balance, um, [PII], can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII] and it'll be a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, so patient's uh name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then for the policy number, it will be
[CUSTOMER][NEUTRAL] 02042058.
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][POSITIVE] OK, thank you very much, [PII]. I appreciate that. I do see that [PII] does have an active policy.
[AGENT][NEUTRAL] Let me see since he's a dependent if he has.
[AGENT][NEUTRAL] OK, his effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. Um, he does have
[AGENT][NEUTRAL] An outpatient benefit per calendar year of $1500.
[AGENT][NEUTRAL] Let me see if anything has been used.
[AGENT][NEUTRAL] He has not used any of his benefits for this year.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, that's all I need to know, [PII], um, if I could just get the initial to your last name and a reference number for the call, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes sir, um, the initial is [PII] and you can use my name and today's date for your call reference.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, [PII], I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much [PII] you as well you're a great help. Have a great weekend.
[AGENT][POSITIVE] Thank you, sir. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.