AccountId: 011433970860
ContactId: 2c7e817f-3d76-4cd3-b122-93555d774ede
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160929 ms
Total Talk Time (AGENT): 61508 ms
Total Talk Time (CUSTOMER): 78931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/2c7e817f-3d76-4cd3-b122-93555d774ede_20250303T18:39_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. This is [PII] calling with Batis Outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] Sure, I could check out patient benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is gonna be 1128167.
[AGENT][NEUTRAL] All right. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], I think I might have misheard that policy number. Um, could you repeat that for me?
[CUSTOMER][NEUTRAL] I don't know, but I have the feeling the policy is missing a number it's 1128167.
[AGENT][NEUTRAL] Yeah, OK, that's what I got and it's quite a bit of an older policy it's definitely not that name. Um, do you maybe have their uh social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yes. Yes, I have the social, which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Beautiful thank you so much.
[AGENT][NEUTRAL] And I'm sorry, could you repeat that name for the member, please?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII] and the last name is [PII].
[AGENT][NEUTRAL] Thank you. And then her date of birth, please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you so much for verifying that information, [PII]. Um, so I did find a policy she had with us, uh, however, it did terminate [PII], and this was the only policy she had with us.
[CUSTOMER][NEUTRAL] On September, what year? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Beautiful. OK, perfect. Thank you so much for that information. I truly appreciate it.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that will be everything for today. I appreciate your help.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. bye.
[AGENT][POSITIVE] You too thanks bye bye.