AccountId: 011433970860
ContactId: 98d42de6-78b6-4bdf-a3f1-c19e02071dae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170899 ms
Total Talk Time (AGENT): 51777 ms
Total Talk Time (CUSTOMER): 56866 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/98d42de6-78b6-4bdf-a3f1-c19e02071dae_20250402T15:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII]. I'm calling from Baptist Outpatient Services.
[AGENT][POSITIVE] OK, I'm good, [PII] how are you doing?
[CUSTOMER][POSITIVE] I'm doing good thank you so much for asking.
[AGENT][NEUTRAL] How
[AGENT][POSITIVE] OK, how can I help you today?
[CUSTOMER][NEUTRAL] Um, yes. So I'm trying to verify a patient's benefits. They have the, the APL gap insurance. We just want to see how much is remaining and what her max amount is.
[AGENT][NEUTRAL] I.
[AGENT][POSITIVE] OK perfect I can help you with benefits uh what is your good callback number?
[CUSTOMER][NEUTRAL] A good call back number is gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, sorry, the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is going to be 02141248.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that's going to be [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is gonna be [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment. It's the basic outline of the policy.
[AGENT][NEUTRAL] Uh, looks like he's active and effective [PII].
[AGENT][NEUTRAL] And let's see what he has and you said outpatient but if it's correct.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, looks like it has a $500 per calendar day benefit.
[CUSTOMER][NEUTRAL] OK, perfect. So his plan is $500 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alrighty [PII], all I would need now is just the reference number.
[AGENT][NEUTRAL] Uh, reference number is gonna be my name, [PII], first initial last name which is [PII], and today's date. And anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much. Enjoy the rest of your Wednesday.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.