AccountId: 011433970860
ContactId: 6d24e810-8266-454d-bb2f-47124dd15ac2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167679 ms
Total Talk Time (AGENT): 67519 ms
Total Talk Time (CUSTOMER): 32383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/6d24e810-8266-454d-bb2f-47124dd15ac2_20250221T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to verify uh benefits for.
[CUSTOMER][NEUTRAL] Uh, a patient of mine who was a policy holder with your company.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEGATIVE] Not necessary.
[AGENT][NEUTRAL] OK, and you're calling from Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Baptist Hospital.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 746.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm thank you. And what type of service you been rendered for benefits?
[CUSTOMER][NEUTRAL] Arjun K.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][NEUTRAL] Or drink here, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's a disclaimer, and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And see this one has a maximum benefit for outpatient service of 1000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, so she's active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I have a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Please spelling of your name.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][NEUTRAL] Mhm.