AccountId: 011433970860
ContactId: a906a0f6-48bc-43b0-8ca6-e3e36b593b24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146720 ms
Total Talk Time (AGENT): 52411 ms
Total Talk Time (CUSTOMER): 52265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a906a0f6-48bc-43b0-8ca6-e3e36b593b24_20250613T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? My name is [PII]. I'm giving you a call from Baptist Outpatient Services to see if you can please help me obtaining outpatient benefits for this patient.
[AGENT][NEUTRAL] I can help you with benefits, uh, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the um policy number?
[CUSTOMER][NEUTRAL] It is 020346.
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][NEUTRAL] ML 8 I'm sorry, MLB or 8, I'm sorry 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, we have a different, um, date of birth for her.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, I have here [PII].
[CUSTOMER][NEUTRAL] [PII], I don't have anything else.
[CUSTOMER][NEUTRAL] Mm, I'm looking at her driver's license.
[AGENT][NEUTRAL] Um, I would
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Looks like she will need to call us to get her um to check her date of birth because we're not showing, I'm not showing it.
[AGENT][NEUTRAL] Um, close to that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, I will give her, I will give her a call and tell her to call you guys.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yeah, sure. Uh, just so that we can verify that the date of birth is correct on our end and correct on your end.
[CUSTOMER][NEUTRAL] OK, OK, perfect. Is there a way that I can get um maybe a reference number for the call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure, um, we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.