AccountId: 011433970860
ContactId: 3063c41c-91bc-4d0e-9ae5-20640643f7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145779 ms
Total Talk Time (AGENT): 78769 ms
Total Talk Time (CUSTOMER): 42331 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3063c41c-91bc-4d0e-9ae5-20640643f7f9_20250619T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So this is [PII] with Baptist Outpatient Services. How are you today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Miss [PII]?
[CUSTOMER][POSITIVE] Good, thank you for asking. I'm calling to check the outpatient diagnostic benefits for a patient, please.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, sure, I can assist you with that patient benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's gonna be 02255530 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Perfect, thank you. Alright, and let me see if I have a new policy. This one is terminated, OK, one moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, looks like we do have a new one. Let me pull this information.
[AGENT][NEUTRAL] OK, let me know
[AGENT][NEUTRAL] When you're ready for the new policy number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, the new policy number is 02515642.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Um, the, you're welcome. The effective date on the policy is [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical. And before I give you benefits, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this one has an outpatient maximum of 1000 per day.
[CUSTOMER][NEUTRAL] 1000 per day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you so much. So can I have your last name initial, and a reference number if possible?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. The last initial is M as [PII].
[CUSTOMER][POSITIVE] Perfect thank you so I hope you have a great rest of your day.
[AGENT][POSITIVE] You're welcome, so Miss [PII]. Thank you for calling APL. Have a good day. bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.