AccountId: 011433970860
ContactId: 304473c1-3d16-479a-9e91-23664f2187f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177740 ms
Total Talk Time (AGENT): 68216 ms
Total Talk Time (CUSTOMER): 54015 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/304473c1-3d16-479a-9e91-23664f2187f9_20250214T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for remember.
[AGENT][NEUTRAL] OK, [PII], I can help you with the benefits. Can you please give me your callback number, sir?
[CUSTOMER][NEUTRAL] Yes, of course, [PII] direct line.
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 1 I'm sorry 01800.
[CUSTOMER][NEUTRAL] 913 ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that Analaide does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm calling to see the outpatient benefits for this number.
[AGENT][NEUTRAL] OK, yes sir, um, and this is just to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy that does help with deductible co-pay and co-insurance. She has an outpatient calendar year benefit of $1500.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and would you be able to tell me if she has accumulated any for the new calendar year?
[AGENT][NEUTRAL] Yes, let me look.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today [PII] could I have the um.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, could I just have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] The last and initial is [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you for all your help today, [PII].
[AGENT][POSITIVE] You're welcome you [PII]. So you have a good [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Mhm bye bye, sir.
[CUSTOMER][NEUTRAL] Bye.