AccountId: 011433970860
ContactId: 1fd138fd-083b-486d-8c0a-7c104490fd18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108830 ms
Total Talk Time (AGENT): 56056 ms
Total Talk Time (CUSTOMER): 40422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1fd138fd-083b-486d-8c0a-7c104490fd18_20250319T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I wanted to see um about a gap insurance per patient.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And also may I have the policy number?
[CUSTOMER][NEUTRAL] Of course, it's gonna be 02534268 ML 8.
[AGENT][POSITIVE] OK, thank you very much one moment please, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to repeat and confirm, I have that as 02534268 ML8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much. And you need benefits for outpatient as well, is that correct?
[AGENT][NEUTRAL] In addition to eligible, OK.
[CUSTOMER][NEUTRAL] Yes, it's for outpatient, yes.
[AGENT][NEUTRAL] OK, I can help you with that as well. And this member shows effective as of [PII]. This policy shows active and for outpatient benefits, it pays only per day max. Please note verification of benefits provided does not guarantee payment. We pay up to $1500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for all that. Um, do you guys give a reference number for calls or no?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, we do not, but you can use my name in today's date. My last initial is [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Mm bye bye have a great day.