AccountId: 011433970860
ContactId: f9b8689f-0a65-42b0-887b-02fef3511e64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111180 ms
Total Talk Time (AGENT): 44561 ms
Total Talk Time (CUSTOMER): 47532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f9b8689f-0a65-42b0-887b-02fef3511e64_20250625T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII]. First initial to my last name is [PII]. I'm calling from Baptist Outpatient Services just to see if the patient has, uh, their benefits for a gap.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, callback number is gonna be [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number of the member that you're calling to verify outpatient benefits for?
[CUSTOMER][NEUTRAL] Yep, that's going to be policy number 01780658, the letters M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify outpatient benefits, [PII]. He has outpatient benefits of $2500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, perfect. And has he met anything out of that 2500?
[AGENT][NEUTRAL] He's utilized $40 of his benefits for [PII].
[CUSTOMER][NEUTRAL] He's only used up $40?
[AGENT][POSITIVE] Yes, that's correct. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, no, all I would need now is just a reference number if you guys provide them.
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference. My name is [PII], today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a great day. Enjoy the rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Oh.