AccountId: 011433970860
ContactId: 47331959-d6d3-4084-9d4c-cbb6ff8aac8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120610 ms
Total Talk Time (AGENT): 53722 ms
Total Talk Time (CUSTOMER): 47563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/47331959-d6d3-4084-9d4c-cbb6ff8aac8d_20250415T14:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to get the outpatient hospital benefits for this patient's gap plan.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02608262.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits. This member has outpatient benefits of $2000.
[AGENT][NEUTRAL] He calendar year and this is not a guaranteed benefit it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and are those 2000 still remaining?
[AGENT][NEUTRAL] Yes, she has not utilized any of her benefits for [PII].
[AGENT][NEUTRAL] Or me deductible. I mean, mm, I'm sorry, she has not utilized any of her benefits for [PII]. I'm thinking it's a dental policy. Could you provide me with the spelling of your name?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] My name [PII] and then last name initial is [PII].
[AGENT][POSITIVE] Thank you. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh no, that's gonna be, actually, [PII], can I, uh, your name is spelled as [PII]?
[AGENT][NEUTRAL] Yes, that is correct, and today's date is a reference because we don't provide reference numbers. In the first initial, my last name is [PII].
[CUSTOMER][POSITIVE] Perfect [PII] thank you so much you have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] You too thank you bye.