AccountId: 011433970860
ContactId: 2bc7ab87-0e29-4442-98d5-ef3b479d699f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169179 ms
Total Talk Time (AGENT): 78850 ms
Total Talk Time (CUSTOMER): 61683 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2bc7ab87-0e29-4442-98d5-ef3b479d699f_20250402T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Good afternoon. My name is [PII]. I'm calling from Baptist Outpatient services.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] I can help you. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yep, callback number is [PII] and the extension for that is going to be [PII].
[AGENT][POSITIVE] Thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, is just to see if, uh, how much, uh, one of our members has a gap insurance with you guys. I just wanna see what her max out of pocket, um, her max outpatient is and her remaining.
[AGENT][NEUTRAL] OK, I can check the benefits for you for the patient. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, of course. So, member's name is [PII]. Policy number is 1038233. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick for Miss [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active.
[AGENT][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][POSITIVE] OK, I'm so sorry about that yes ma'am, and I apologize for that. It may go out a little bit, but I'll come back. We have some bad storms through going through right now, so I wanted to let you know that I am not gonna hang up on you and if I do, I'll call you.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, I definitely understand that.
[AGENT][NEUTRAL] Yes ma'am OK so on the for Miss [PII].
[AGENT][NEUTRAL] Her policy ended on [PII] and she does not have any active policies with us at this time.
[CUSTOMER][POSITIVE] OK, alrighty, perfect. So no active policies.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. All righty then. All right, thank you so much, [PII]. Have a lovely day. Enjoy your afternoon. Hopefully you stay safe in the storm.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate you, you doing that and saying that for me. I appreciate that. We appreciate you calling APL today. I'm glad I was able to help you.
[CUSTOMER][POSITIVE] Yes, thank you so much. Have a lovely day.
[AGENT][NEUTRAL] Mm, you too. Bye bye.