AccountId: 011433970860
ContactId: 3411382d-c8af-446f-b66b-1ac772ab06cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132179 ms
Total Talk Time (AGENT): 64379 ms
Total Talk Time (CUSTOMER): 67069 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3411382d-c8af-446f-b66b-1ac772ab06cb_20250416T13:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. It's already Wednesday. Happy Wednesday to you and Ms. [PII], um.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, thank you, same to you.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Baptist. Our patients just needed to verify a patient's um gap insurance.
[AGENT][POSITIVE] Sure, I could assist you with that.
[CUSTOMER][NEUTRAL] What do you need from me?
[AGENT][NEUTRAL] I need um your callback number and the spelling of your name.
[CUSTOMER][NEUTRAL] Absolutely. Um, [PII].
[CUSTOMER][NEUTRAL] [PII] and the spelling of my name is [PII] And may I please have the spelling of your name as well? First initial of my last name is [PII]
[AGENT][NEUTRAL] You said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you said your name was [PII] Es say pronounce your name for me?
[CUSTOMER][NEUTRAL] No you're welcome.
[CUSTOMER][NEUTRAL] [PII], yeah, uh-huh, it's OK. [PII].
[AGENT][NEUTRAL] [PII]. My name is [PII] for the first initial of my last name, and today's date as a reference. Can I have that policy number of the member?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] 01848596
[AGENT][NEUTRAL] Thank you, could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits. [PII]'s policy has been active since [PII] and is currently active. He has outpatient benefits.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Of $500 per calendar day and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, wonderful. OK, um thank you very much and you have, uh, no, Ms. [PII], thank you so much and you have a great day. Take care.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][POSITIVE] Thanks for calling APL and you have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye