AccountId: 011433970860
ContactId: 76c31613-c559-4a13-a8cf-e430b6b5495b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150389 ms
Total Talk Time (AGENT): 57732 ms
Total Talk Time (CUSTOMER): 42229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/76c31613-c559-4a13-a8cf-e430b6b5495b_20250206T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services.
[CUSTOMER][NEUTRAL] I was calling just to know the um outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes. 018233.
[CUSTOMER][NEUTRAL] 28 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and you were needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, I can help you with that. Um, this policy, she does have a different policy number, but both of them are canceled. The latest policy canceled 121 of 22.
[CUSTOMER][NEGATIVE] Oh, so it's canceled.
[AGENT][NEUTRAL] Mhm. And the newest policy number would be 02126779 and it canceled 121 of 22.
[AGENT][NEGATIVE] Now that one you gave me canceled back in 121 of 20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Sure, thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.