AccountId: 011433970860
ContactId: a125dfe3-f616-45a0-8788-b02a8cdd61d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125220 ms
Total Talk Time (AGENT): 52082 ms
Total Talk Time (CUSTOMER): 45457 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a125dfe3-f616-45a0-8788-b02a8cdd61d0_20250220T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services.
[CUSTOMER][NEUTRAL] Um, I was calling to know the, the outpatient benefits for a patient.
[AGENT][POSITIVE] OK [PII], I can help you with benefits. Can I please get your call back number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII]. Policy number is 01665.
[CUSTOMER][NEUTRAL] 215 ML 8.
[AGENT][POSITIVE] OK, thank you so much and let me pull in that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She does have a supplemental insurance policy that does help with deductible, co-pay and co-insurance, and she has an outpatient benefit amount of $400 per calendar day.
[CUSTOMER][NEUTRAL] 400 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] All [PII]. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome [PII] you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.