AccountId: 011433970860
ContactId: 948e257f-8c01-41da-9d89-ee6554d7fbc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147279 ms
Total Talk Time (AGENT): 63042 ms
Total Talk Time (CUSTOMER): 45991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/948e257f-8c01-41da-9d89-ee6554d7fbc9_20250613T13:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services regarding a mutual patient to obtain outpatient benefits of this year.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Absolutely, that's gonna be [PII]. It'll be a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 1480316.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] OK his name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, yes, outpatient benefits.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Calendar day.
[CUSTOMER][NEUTRAL] Alright, thank you so much for all of this information. um, I'm sorry, may I just have your last, uh, your, your first name again? I didn't catch it at the beginning and the last name initial.
[AGENT][NEUTRAL] My name is [PII] My last initial is [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII] and um may I have a reference number towards this call as well?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that would be all for today. Thank you so much, [PII], again for your help.
[AGENT][POSITIVE] Thank you, Gladys for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye now.
[AGENT][POSITIVE] Thank you