AccountId: 011433970860
ContactId: 12c34518-f351-47b9-bc6f-a9ffd4b1af1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117230 ms
Total Talk Time (AGENT): 50440 ms
Total Talk Time (CUSTOMER): 37336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/12c34518-f351-47b9-bc6f-a9ffd4b1af1e_20250428T20:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a patient's plan is active with you guys and how much is remaining in their outpatient services, please.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[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], no [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01839223 ML 7.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing outpatient benefits.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I can help you with that. And 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?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] We'll pick up $500.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] OK, perfect. Can you please provide me the first initials to your last name and a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. My last initial is [PII] You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.