AccountId: 011433970860
ContactId: 3bdfbd1e-9633-4e02-ad8b-8b811d26f6f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108989 ms
Total Talk Time (AGENT): 49222 ms
Total Talk Time (CUSTOMER): 41038 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/3bdfbd1e-9633-4e02-ad8b-8b811d26f6f2_20250307T21:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a patient's plan is active and how much is remaining in their outpatient services, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you this afternoon. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 01966663 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me check for you, [PII], because this policy actually turned on [PII].
[AGENT][NEUTRAL] So let me see if they have active coverage under another policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] And my computer is just taking its sweet time. It's ready to get off for the weekend, I think.
[CUSTOMER][NEUTRAL] I know, it's Friday.
[AGENT][NEUTRAL] Sure enough.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see, so actually they do not have active coverage after that term date of [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help. I appreciate it [PII]. You have a great weekend.
[AGENT][POSITIVE] My pleasure. I hope you have a great weekend as well, [PII]. Thank you for calling APL and have take care.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.