AccountId: 011433970860
ContactId: 79eced88-9ed1-41eb-b14c-0aab52c4d78f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138259 ms
Total Talk Time (AGENT): 68401 ms
Total Talk Time (CUSTOMER): 38608 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/79eced88-9ed1-41eb-b14c-0aab52c4d78f_20250121T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for our member.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 01912652ML8
[AGENT][POSITIVE] Alrighty, thank you so much for that information. You did assist. Now while I'm pulling this up, go ahead and give me a good return telephone call number please sir.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] All [PII], thank you so much uh for that information. You let us know what's your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. Alright, let's see, let's see this policy number's term, so let me do some checking, make sure he didn't flip to a different number just to make sure. Let's see.
[AGENT][NEUTRAL] No, looks like he did not. So this policy did terminate here at APL on his medical supplemental plan on [PII].
[CUSTOMER][NEUTRAL] OK, so they, they do not have another.
[CUSTOMER][NEUTRAL] Uh, a new plan.
[AGENT][NEGATIVE] Correct, they have no active plan here at APO at all.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Oh why are you listen.
[AGENT][NEUTRAL] Sure, it is
[AGENT][NEUTRAL] Sure, it is 0 and we do not give reference numbers Ulysses, but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] OK sounds good thank you for your help today.
[AGENT][POSITIVE] Right, yes, sir, and thanks for calling APOU list and you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.