AccountId: 011433970860
ContactId: b0afaaca-90dd-4dd4-a97e-f0ef7541d6a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133000 ms
Total Talk Time (AGENT): 73233 ms
Total Talk Time (CUSTOMER): 64791 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/b0afaaca-90dd-4dd4-a97e-f0ef7541d6a1_20250131T21:40_UTC.wav
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[AGENT][NEUTRAL] Moy started this up let meiamali and body.
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] Doing well thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] Good, I spoke to you last time. Um, this is [PII], and your first initial is [PII]?
[AGENT][NEUTRAL] Actually, [PII].
[CUSTOMER][NEUTRAL] That's right. I speak to so many and I'm like trying to figure it out and I can't. OK, I'm calling from Baptist Outpatient Services. You need a good callback number, right? [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you are needing outpatient benefits for a patient?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yeah, we've got the routine down, don't we, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the contact number?
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] [PII], it's OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEGATIVE] And you know what? I'm sitting here thinking about how we've got it all down pat, and I didn't even ask you the right question.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] 02255705
[AGENT][NEUTRAL] Thank you. I had a Friday moment. I apologize. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Her her name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. Her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course, this is secondary to the policyholder's major medical. She has outpatient coverage up to $1000 per calendar year.
[AGENT][NEUTRAL] And I know what else you're gonna ask. At this time, she has that full benefit remaining has not used anything. Anything else I can help you with?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] No, I'm gonna use today's date as a reference number, your name, um [PII] [PII].
[AGENT][POSITIVE] Perfect. And I hope you have a lovely weekend.
[CUSTOMER][POSITIVE] Thank you so much and you.
[CUSTOMER][POSITIVE] Oh, I'm looking forward to it. you too take care bye bye.
[AGENT][POSITIVE] And thank you, thank you for for calling APL and have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.