AccountId: 011433970860
ContactId: 398d9007-c69b-4dde-985d-2a89c0dd51ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95330 ms
Total Talk Time (AGENT): 44640 ms
Total Talk Time (CUSTOMER): 33612 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/398d9007-c69b-4dde-985d-2a89c0dd51ff_20250611T19:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling from Baptistal Patient um to check on the eligibility and benefits of a gap insurance for a patient, please.
[AGENT][POSITIVE] OK. Happy to check benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 09958.
[AGENT][NEUTRAL] Thank you. And then patient name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Thank you. So patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK. And for outpatient benefits?
[AGENT][NEUTRAL] Let me see what they're
[CUSTOMER][NEUTRAL] Does she have any accumulation?
[AGENT][NEUTRAL] Yeah, let me see what they.
[AGENT][NEUTRAL] The outpatient benefit max is $6000 for the calendar year and that of course is a verification of benefits, not a guarantee of payment. I do not show the patient has used anything thus far this year.
[CUSTOMER][NEUTRAL] OK. All right. Um, [PII], do you have a reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII] and that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you. Have a good one.
[AGENT][POSITIVE] You you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.