AccountId: 011433970860
ContactId: 28093370-3435-4aba-8f43-a77e9428d45e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112019 ms
Total Talk Time (AGENT): 48117 ms
Total Talk Time (CUSTOMER): 45429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/28093370-3435-4aba-8f43-a77e9428d45e_20250321T16:09_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]. Good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services.
[AGENT][POSITIVE] Hi, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Yes, I'm calling because I have a patient that has um that uses you guys as a secondary gap insurance. Um, I was calling because I wanted to see what the calendar year amount and remaining balance as an outpatient is for the patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm happy to check the calendar amounts for outpatient. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1423555 ML 8.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] It looks like they're outpatient for the calendar year um is $1000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what they've used this far.
[AGENT][NEUTRAL] And it looks like they haven't used anything this year.
[CUSTOMER][POSITIVE] Perfect. So they still have the 1000. Great. Thank you so much. Um, you said your name is [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, [PII], and that's the call reference for today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.