AccountId: 011433970860
ContactId: 67110d72-9e6d-4fb1-a000-5210b6383964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181869 ms
Total Talk Time (AGENT): 76561 ms
Total Talk Time (CUSTOMER): 83191 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/67110d72-9e6d-4fb1-a000-5210b6383964_20250516T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] initials and my last name is [PII]. I'm calling from the facility. Um, I just wanted to get the benefits for a gap plan.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, may I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's a direct line. We are Baptist Outpatient Services.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. It is uh [PII], and it's [PII].
[CUSTOMER][NEUTRAL] Policy number is 02145412 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] OK, thank you so much. Let me look up that policy for us.
[AGENT][NEUTRAL] OK, I do show that Haiti does have an active policy. The effective date of the policy is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um because she's coming to our outpatient facility, we are a free standing outpatient um and uh I just wanted to know how much she has for the year and if anything has been used.
[AGENT][NEUTRAL] OK, I can check that for you and this is just to verify her benefits. It's not a guarantee of payment. She does have an outpatient calendar year benefit amount of $8000 and let me check to see if she's used anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] She's used $20.61.
[CUSTOMER][NEUTRAL] OK, so she's out of that she's met $20.61.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Well thank you so much. um is it possible if I could please have the initial to your last name and a reference number?
[AGENT][NEUTRAL] Yes, the initial is [PII] and you can use my name [PII] in today's date as your reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. I hope you have a great Friday.
[AGENT][POSITIVE] Thank you and you have a wonderful weekend and thank you for calling APL Miss [PII]. You take care.
[CUSTOMER][POSITIVE] Thank you, thanks, bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.