AccountId: 011433970860
ContactId: 4d2b7bf1-b8ff-407d-925a-d1fbd52958ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109500 ms
Total Talk Time (AGENT): 45027 ms
Total Talk Time (CUSTOMER): 50018 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4d2b7bf1-b8ff-407d-925a-d1fbd52958ed_20250404T16:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, who am I speaking with?
[AGENT][NEUTRAL] My name is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if this patient's plan is active and how much is remaining in their outpatient services, please.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure. Callback number [PII], no extension. The policy number is 02164420 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. What is this member's name and date of birth that you're calling to verify outpatient benefits for?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy, [PII] has been active since [PII] and is currently active, and [PII] has outpatient benefits of $500 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][POSITIVE] OK, great. Can you please provide me the correct spelling of your first name, first initial to your last? No, that's it, you've been very helpful. If you could just provide me the spelling of your name.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the first initial to your last?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. And the reference number for this call?
[AGENT][NEUTRAL] We don't provide those unfortunately, [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] Thanks for calling API. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye