AccountId: 011433970860
ContactId: 9f21627c-f48b-4a0c-93da-c1eb3bec8e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134169 ms
Total Talk Time (AGENT): 45782 ms
Total Talk Time (CUSTOMER): 44839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9f21627c-f48b-4a0c-93da-c1eb3bec8e77_20250402T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm just calling because this patient is providing their APL insurance. I just wanna see what they, what benefits they have for outpatient services.
[AGENT][POSITIVE] OK, I can help you with benefits standing. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes, how many.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, um, it's going to be 02042058 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, basic outline of the policy. I show he is effective [PII] policy is active.
[AGENT][NEUTRAL] And you said outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] Um, for outpatient benefits he has a $1500 calendar year benefit.
[CUSTOMER][NEUTRAL] OK, you said 1500 calendar year?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And has any of that been used?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, so far all that's been used is $65.
[CUSTOMER][NEUTRAL] $65 used. OK, perfect. Can I just have a reference number for our call, please?
[AGENT][NEUTRAL] Reference number will be my first name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help have a good one.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.