AccountId: 011433970860
ContactId: 67a4600d-2be3-4957-9146-649a2b027595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148779 ms
Total Talk Time (AGENT): 65628 ms
Total Talk Time (CUSTOMER): 48507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/67a4600d-2be3-4957-9146-649a2b027595_20250313T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see benefits for outpatient services.
[AGENT][POSITIVE] I can certainly help with benefits. [PII], what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] It might begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Um, sorry, I was writing, uh, a note. It says 01966663 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Um,
[AGENT][NEUTRAL] Uh, [PII]'s had a policy with us from [PII] until [PII]. Now, as of [PII], that policy has lapsed. Uh, so are we looking for something in a future date or are we doing something from [PII]?
[CUSTOMER][NEUTRAL] I'm guessing seeing if uh can you see if the patient has anything for this year?
[AGENT][NEGATIVE] Uh, I, I did, and they do not. So they don't have a policy with us that is current.
[CUSTOMER][NEUTRAL] OK, and this is I guess with like just a name search. I don't know why they gave me this one.
[AGENT][NEUTRAL] Uh, no, I went through their policies. We've actually had several policies with us.
[AGENT][NEUTRAL] Um, as of [PII], uh, they had a policy with us then, and then the latest policy is from [PII]. But, uh, at that time, the policy lapsed and they, they didn't renew it.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] 2:13 on on.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Oh, I'm trying to see if there's any pictures because I mean they gave it to us. Maybe there's.
[CUSTOMER][POSITIVE] OK, if anything I'll just call back all right thank you have a good day.
[AGENT][POSITIVE] OK, thanks for contacting A