AccountId: 011433970860
ContactId: 57fac9d3-860c-407f-9733-e3bdbbd6dd8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194919 ms
Total Talk Time (AGENT): 89514 ms
Total Talk Time (CUSTOMER): 53000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/57fac9d3-860c-407f-9733-e3bdbbd6dd8a_20250527T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good morning. My name is [PII]. I'm calling from Baptist Outpatient Services to obtain the outpatient benefits for our policy.
[AGENT][POSITIVE] OK, I can help you with benefits, yes, [PII]. What is your, um, call back number, ma'am just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII]. The policy number is 02365767.
[AGENT][NEUTRAL] OK, let me look that up quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] I'm checking though to see if she has any active policies with us.
[AGENT][NEUTRAL] She does. Let me give you the good policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 250.
[AGENT][NEUTRAL] 8103.
[CUSTOMER][POSITIVE] I'm so sorry about that.
[CUSTOMER][POSITIVE] Oh, I'm so sorry about that you were cutting up. Can you repeat that policy number for me?
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yes, it's 250.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 8103.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And I'm gonna pull up her benefits now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, just to make sure that I got the number correct, that's 250-8103?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she, and this is just to verify her benefits, it's not a guarantee of payment. She does have outpatient per calendar day benefit of $750.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful thank you so much. I appreciate it. Do you by any chance have a reference number I can refer to?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK [PII], thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.