AccountId: 011433970860
ContactId: 6257cc2c-957b-4818-97c3-6f298a49f0ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151130 ms
Total Talk Time (AGENT): 59930 ms
Total Talk Time (CUSTOMER): 54306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6257cc2c-957b-4818-97c3-6f298a49f0ec_20250611T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm so sorry, it cut off a little bit. What was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatients, trying to just confirm the patient's benefits.
[AGENT][POSITIVE] OK, I can help you with that. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. Uh, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01448498.
[CUSTOMER][NEUTRAL] L M
[CUSTOMER][NEUTRAL] 8, the number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This is for uh [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, and, and you were just needing outpatient benefits for this policy?
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to the deductible co-pay or co-insurance only, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. So uh $500 calendar date max.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, yes, would you mind your last initial?
[AGENT][NEUTRAL] S as in Sam.
[CUSTOMER][POSITIVE] OK. I think that is all then. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.