AccountId: 011433970860
ContactId: aad272db-d984-4b52-a788-56d00210eb25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145800 ms
Total Talk Time (AGENT): 74040 ms
Total Talk Time (CUSTOMER): 63051 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/aad272db-d984-4b52-a788-56d00210eb25_20250409T15:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services, um, just to see benefits for a patient.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you. What is a good callback number please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the patient's policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yes, I have 02443493 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[AGENT][NEUTRAL] I'm looking at that last name sorry.
[CUSTOMER][NEUTRAL] Mhm. The name, I, I'm gonna try it, but we're gonna see. Um, his first name is [PII] and the last name is, OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, that sounded good.
[CUSTOMER][NEUTRAL] I think I did, I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I mean, I tried, I tried. Uh his date of birth is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Sounded good to me.
[AGENT][NEUTRAL] OK, thank you. And I understand you need an outpatient benefit for [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, it would be my pleasure to assist you. [PII], I'm showing that [PII]'s policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a secondary policy to his major medical, and he has outpatient coverage up to $6000 per calendar year. That is a verification coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] I didn't really hear. She had he has funds for uh how much? I'm sorry?
[AGENT][NEUTRAL] $6000 per calendar year.
[CUSTOMER][NEUTRAL] And has he used any of it um for this year yet?
[AGENT][NEUTRAL] Mhm. As of right now, he has used $113.64.
[CUSTOMER][POSITIVE] 64 cents. OK, perfect, perfect. All right. Thank you so much for all your help today.
[AGENT][POSITIVE] Well, it's been a pleasure to help you with those benefits, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.