AccountId: 011433970860
ContactId: 5661d581-f6f0-4a66-aeb3-204cc2c07e68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189169 ms
Total Talk Time (AGENT): 67992 ms
Total Talk Time (CUSTOMER): 46787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5661d581-f6f0-4a66-aeb3-204cc2c07e68_20250515T13:45_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. 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 balance, please.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01826149 M as in Mike, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] First name, [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were wanting outpatient max lift?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, this policy canceled 121-24. They do have another policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 02576870.
[AGENT][NEUTRAL] And the effective date was [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see how much they have left.
[AGENT][NEUTRAL] She hasn't used anything for this year, so she still has the full.
[AGENT][NEUTRAL] 4500 per calendar year.
[CUSTOMER][NEUTRAL] OK, great. Can you please provide me the first initial to your last name and a reference number for this call, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.