AccountId: 011433970860
ContactId: 3c5d31a7-e7d7-484a-99e1-b094fccdb504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134300 ms
Total Talk Time (AGENT): 61753 ms
Total Talk Time (CUSTOMER): 39893 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3c5d31a7-e7d7-484a-99e1-b094fccdb504_20250402T15:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII] from Baptist Patient Services, and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], hold on just a moment please. I'm sorry.
[AGENT][POSITIVE] I had dropped my pen. I'm so sorry. And do you have a callback number that I can get in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] 02011241, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and you wanted to know outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can give you those. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only will pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, so the patient has that available?
[AGENT][NEUTRAL] Just a moment, I'll check for you.
[AGENT][POSITIVE] Yes, ma'am. It's all available.
[CUSTOMER][NEUTRAL] Uh-huh. OK. Mm.
[CUSTOMER][POSITIVE] Well, wonderful. Can I get a reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much have a great day bye.
[AGENT][POSITIVE] Thank you