AccountId: 011433970860
ContactId: 8fdabfd7-0f5b-4b81-831f-455795df48cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165199 ms
Total Talk Time (AGENT): 46328 ms
Total Talk Time (CUSTOMER): 48251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8fdabfd7-0f5b-4b81-831f-455795df48cb_20250505T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services. I wanted to get the outpatient hospital benefit of the year for this patient.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits.
[AGENT][NEUTRAL] Uh, can you hold on one moment?
[CUSTOMER][NEGATIVE] Yeah, of course. You are on hold.
[AGENT][NEGATIVE] damn.
[AGENT][POSITIVE] OK, sorry about that. Thank you. OK, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number, let me go ahead and give it to you. 0255086.
[CUSTOMER][NEUTRAL] 0 ML
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is effective [PII] and you needed outpatient benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I guarantee a payment, basic outline of the policy. Uh, for outpatient benefits, looks like they have a $3000 calendar year maximum payable benefit.
[CUSTOMER][NEUTRAL] I'm sorry, how much?
[AGENT][NEUTRAL] 3000.
[CUSTOMER][NEUTRAL] And is the 3000 still remaining?
[AGENT][NEUTRAL] Uh, all we've paid this year is 100.
[CUSTOMER][NEUTRAL] They've only used 100 of the 3000, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect, [PII]. Thank you so much. Can I have the reference number for this call, please?
[AGENT][NEUTRAL] The reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.