AccountId: 011433970860
ContactId: 598f3860-aba5-4224-99fe-34ff6f0d1ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112760 ms
Total Talk Time (AGENT): 59810 ms
Total Talk Time (CUSTOMER): 34920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/598f3860-aba5-4224-99fe-34ff6f0d1ce5_20250409T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient. I needed to check on some um outpatient benefits for a member, please.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. It is 1,852,130.
[AGENT][POSITIVE] Alright, thank you so much. Give me one moment.
[AGENT][NEUTRAL] And [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it's uh [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance that the primary does not.
[AGENT][NEUTRAL] Their outpatient benefits for the calendar year on this plan are $7000 max it looks like.
[CUSTOMER][NEUTRAL] OK, have they met it in full?
[AGENT][NEUTRAL] Uh, let's see what they do. One moment. Nothing's been used as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll take your name again and the call reference number.
[AGENT][NEUTRAL] No problem. Call reference is my name with my last initial than today's date. My name is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Have a nice day, OK?
[AGENT][NEUTRAL] You too, [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye bye.