AccountId: 011433970860
ContactId: ff68ae34-a48c-49b4-9fef-832b2c27b561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173119 ms
Total Talk Time (AGENT): 62390 ms
Total Talk Time (CUSTOMER): 62806 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ff68ae34-a48c-49b4-9fef-832b2c27b561_20250429T13:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services, and I'm just trying to see this member's outpatient benefits.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] My first name is spelled [PII] [PII]. Can I also have the first initial of your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII] and that is a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 022.
[CUSTOMER][NEUTRAL] 24116, M as in Mike, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII], I'm sorry, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay insurance only will pay up to $200 per calendar year.
[CUSTOMER][NEUTRAL] So up to $200.
[CUSTOMER][NEUTRAL] And has she used any?
[AGENT][NEUTRAL] Hold on just a moment, I'll check.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, has he using?
[AGENT][POSITIVE] I'll check for you.
[AGENT][NEUTRAL] $85 he's used.
[CUSTOMER][POSITIVE] 85. Thank you so much and can I just have a reference number for this call please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day and enjoy the rest of your week.
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.