AccountId: 011433970860
ContactId: 0bdcb5a4-f7fc-4c6e-8abe-9ba11dec9f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129899 ms
Total Talk Time (AGENT): 36718 ms
Total Talk Time (CUSTOMER): 50086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0bdcb5a4-f7fc-4c6e-8abe-9ba11dec9f59_20250514T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Baptists to check members maximum remaining amount.
[AGENT][NEUTRAL] OK, [PII], I can help you with the max amount remaining. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that one will be [PII].
[AGENT][NEUTRAL] And you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, that one is 024444.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] That one will be [PII] and the date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you just need to see what he'd use on his maximum. Is that for outpatient?
[CUSTOMER][NEUTRAL] Uh yes, please, outpatient.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy. He's got a $500 per occurrence maximum. Um, let me see if he's used anything.
[AGENT][NEUTRAL] Uh, I don't show anything's been used this year.
[CUSTOMER][NEUTRAL] So 500 and it's not been used.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect, perfect, so 500.
[CUSTOMER][POSITIVE] Alrighty, perfect.
[CUSTOMER][NEUTRAL] Can I just have a reference number for this call [PII], please?
[AGENT][NEUTRAL] Yes, it's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. [PII]. Alrighty, [PII], that should be all for today. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alrighty you too.