AccountId: 011433970860
ContactId: 16632388-9931-4c42-88b0-45e0b646e128
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148839 ms
Total Talk Time (AGENT): 69816 ms
Total Talk Time (CUSTOMER): 52532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/16632388-9931-4c42-88b0-45e0b646e128_20250226T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Hospital. I wanted to check the um outpatient services for our patient, how much was um used?
[AGENT][NEUTRAL] OK, the balance for the year on the patient.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, I can help you with the balance. um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Last name initial is [PII], callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[CUSTOMER][NEUTRAL] Policy number is 017.
[CUSTOMER][NEUTRAL] 88,150 ML 8.
[AGENT][NEUTRAL] OK, let me repeat this number back to you. I think we missed a digit because the phone did a glitch. 01788150.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] ML 8
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that her policy is still active, effective [PII].
[AGENT][NEUTRAL] Um, and this is just to verify her benefits. It's not a guarantee of payment. Let me check to see.
[AGENT][NEUTRAL] She has used $250 of her outpatient benefit for the year of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Can I get a, um, I'm sorry, go ahead.
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, that's OK. I was gonna say.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She gets $250 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 250 per calendar.
[CUSTOMER][NEUTRAL] OK, and can I get the reference number for the call?
[AGENT][NEUTRAL] Yes, sir. You can use my name, it's [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're very welcome, [PII], thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Anywhere.