AccountId: 011433970860
ContactId: 3a7b8c00-51b7-481d-bc99-c82421d5fb9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239449 ms
Total Talk Time (AGENT): 85463 ms
Total Talk Time (CUSTOMER): 53148 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3a7b8c00-51b7-481d-bc99-c82421d5fb9a_20250312T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a patient's plan is active with you guys and how much is remaining in their outpatient services, please.
[AGENT][POSITIVE] OK, I'm happy to take a look at benefits. Uh, what is their policy number, [PII]?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that's actually our payer ID. Do you have their name or social?
[CUSTOMER][NEUTRAL] Let me see if I have her social. Yes, I do have her social. It is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, thank you. OK, let me take a look here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was her first name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Nothing came up right off the bat. Can you spell [PII]'s last name? I'll try by her name, see if anything comes up.
[CUSTOMER][NEUTRAL] Sure. It is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try by her name and see what I find her.
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. So, the member does have an active plan. Do you need the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Policy number is gonna be 02.
[CUSTOMER][POSITIVE] I'm ready when you are.
[AGENT][NEUTRAL] 481,560.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like on the members plan their outpatient benefit max, uh it looks like for the calendar year is going to be $3000.
[AGENT][NEUTRAL] Let me see what they've used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the patient still has the full amount remaining for the year.
[CUSTOMER][POSITIVE] Perfect. Can you please provide me a reference number for the call?
[AGENT][NEUTRAL] Mhm. Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, sir. I appreciate your help. You have a great rest of your day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.