AccountId: 011433970860
ContactId: 38230ab5-19dc-423b-8b52-afe31db92463
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97800 ms
Total Talk Time (AGENT): 44000 ms
Total Talk Time (CUSTOMER): 37169 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/38230ab5-19dc-423b-8b52-afe31db92463_20250507T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Baptist Outpatient Services in regards to the upcoming exam my patient has. I wanted to see if you can help me obtain benefits.
[AGENT][POSITIVE] Yeah, I could check those benefits for you.
[CUSTOMER][NEUTRAL] Can I have your name before we begin?
[AGENT][NEUTRAL] Sure, it's [PII] And what was your name, please?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] My name is Yay.
[AGENT][POSITIVE] OK, and then before we go any further, Yay, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, one sec. Policy number is 01912652ML8.
[AGENT][NEUTRAL] Got it and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy actually terminated [PII]. If you'll give me one moment though, I'll see if they have one that's active, could just be a different policy number.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, they do not, this was the last policy that they had with us.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Have a great day.
[AGENT][POSITIVE] Alright sure was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright well thanks for giving us a call have a great rest of your day.