AccountId: 011433970860
ContactId: 65f9cc63-83d3-4fcc-a08d-f22da317e407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118889 ms
Total Talk Time (AGENT): 53539 ms
Total Talk Time (CUSTOMER): 43512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/65f9cc63-83d3-4fcc-a08d-f22da317e407_20250220T16:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Baptist Outpatient. I was calling to check on outpatient benefits for a member.
[AGENT][NEUTRAL] Sure, I could check out patient benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It's 018.
[CUSTOMER][NEUTRAL] 2 3332.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, um, I don't think I heard that policy number correctly, [PII]. I apologize, could you repeat that for me?
[CUSTOMER][NEUTRAL] Yes, I have, hold on.
[CUSTOMER][NEUTRAL] The policy number I have is 01823328 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] There we are. OK, I appreciate you verifying that information, [PII]. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. The last policy they had with us, uh, terminated in [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So. All right, I'll go ahead and take your name and call reference please.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you so much. You have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.