AccountId: 011433970860
ContactId: 7b4346dc-90b1-49a9-b5e3-6d3ef25e6b9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120160 ms
Total Talk Time (AGENT): 49038 ms
Total Talk Time (CUSTOMER): 52532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/7b4346dc-90b1-49a9-b5e3-6d3ef25e6b9c_20250418T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services in [PII]. Uh, we have a patient here with the Gap Ins insurance from APL. We just wanna verify what their max out of outpatient is and if they have anything remaining.
[AGENT][NEUTRAL] OK. I can help you. Your name is [PII]?
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yep, policy number is going to be.
[CUSTOMER][NEUTRAL] 02473361, the letters M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] with an extension number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yep, that's going to be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you for verifying that information, [PII].
[AGENT][NEUTRAL] So I have the information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Policy is active at this time and you did indicate outpatient right facility?
[CUSTOMER][POSITIVE] Mhm, correct, yes.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $300 per calendar day.
[AGENT][NEUTRAL] And the information provided is verification on a guarantee of payment and did you have any other questions?
[CUSTOMER][POSITIVE] Um, no, perfect. That's all I needed. Um, do you guys provide reference numbers?
[AGENT][NEUTRAL] Uh, we do not. Uh, you can use my name in today's date is your reference, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] All righty, perfect. Thank you so much, [PII]. Have a great day and enjoy your weekend.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye.