AccountId: 011433970860
ContactId: 01dea811-1525-4196-9470-4fc9fc246614
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168160 ms
Total Talk Time (AGENT): 63461 ms
Total Talk Time (CUSTOMER): 63447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/01dea811-1525-4196-9470-4fc9fc246614_20250506T22:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with about this outpatient. I'm calling uh to check if um outpatient benefit under this member's plan.
[AGENT][NEUTRAL] OK, I can help you with the benefits for a patient Miss [PII], what is the patient's uh name?
[AGENT][NEUTRAL] And date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and um date of birth is [PII]. Policy number is 01969724 M as in Mike, L as in Larry and number 8.
[AGENT][NEUTRAL] Thank you. And then may I please get the name of the facility you said Baptist Hospital, but what is the callback number just in case the phone is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK, let me look up this patient for us real quick.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. I do find Miss [PII].
[AGENT][NEUTRAL] Um, I do show that this policy is no longer active for Ms. [PII], that it lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm checking.
[AGENT][NEUTRAL] Uh, there are no active policies on file right now for her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, uh, the line cut off. Can you say it again?
[AGENT][NEUTRAL] Yes ma'am, um, we do not have any active policy for [PII] at this time.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, no problem. And the last thing I'm, no, that's OK. The last thing I mean in the story is gonna be the initial to your last name and that will be all.
[AGENT][NEGATIVE] It does not have coverage.
[AGENT][NEUTRAL] Yes ma'am, it's A.
[CUSTOMER][POSITIVE] Beautiful. Thanks so much for that information. I appreciate it.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Is there anything else I can help you?
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] With you before we go.
[CUSTOMER][NEUTRAL] No, that will be everything for.
[CUSTOMER][POSITIVE] That will be everything for today. Thanks so much.
[AGENT][POSITIVE] You're very welcome you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. Bye.
[AGENT][NEUTRAL] Bye-bye.