AccountId: 011433970860
ContactId: 9a73129c-b9d7-470b-9aa9-a32c3a4fe5ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193259 ms
Total Talk Time (AGENT): 73035 ms
Total Talk Time (CUSTOMER): 49831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/9a73129c-b9d7-470b-9aa9-a32c3a4fe5ad_20250410T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling uh because the patient has APL, but I don't have.
[CUSTOMER][NEUTRAL] A member ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can look them up. Do you have there?
[CUSTOMER][NEUTRAL] Like the member ID number is some weird number, and I know that it's not APL, so that's why I'm like, mm I don't know if it's really APL.
[AGENT][NEUTRAL] OK, um, do you have their name or social we can check by that?
[CUSTOMER][POSITIVE] Um, hopefully, I have a social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do a search by that.
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII] with an [PII] at the end.
[AGENT][NEUTRAL] Thank you. And then date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] All right. So patient does have an active plan. The policy number when you're ready.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] Policy number is gonna be 02606954.
[AGENT][NEUTRAL] And the effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, and what's his outpatient benefits?
[AGENT][NEUTRAL] Uh let's see here.
[AGENT][NEUTRAL] Patient plan, uh, looks like outpatient benefit max is for the calendar year and that is 8700.
[CUSTOMER][NEUTRAL] And the remaining
[AGENT][NEUTRAL] Let me see if they've used any.
[AGENT][NEUTRAL] Uh, they have not used anything for the year. They have the full amount.
[CUSTOMER][NEUTRAL] Alright, 700. Alright, is there a reference number to the call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials in today's date. My name again is [PII], that's [PII], last initials [PII].
[CUSTOMER][NEUTRAL] 104 to 10.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 25.
[CUSTOMER][POSITIVE] 2025. OK, awesome thank you so much have a good day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You too, [PII], bye bye.
[CUSTOMER][NEUTRAL] OK.