AccountId: 011433970860
ContactId: b2c11567-37c6-4082-abe0-33065b0ea588
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228500 ms
Total Talk Time (AGENT): 73300 ms
Total Talk Time (CUSTOMER): 80132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b2c11567-37c6-4082-abe0-33065b0ea588_20250506T14:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from Baptist Outpatient Services calling to obtain outpatient benefits for one patient.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is gonna be, 1 2nd.
[CUSTOMER][NEUTRAL] Um, well, I have 60801. I don't think that's a complete one.
[AGENT][NEUTRAL] That's our payer ID number.
[CUSTOMER][NEUTRAL] Mm mm mm mm mm.
[CUSTOMER][NEUTRAL] Let me see if I find the card.
[AGENT][NEUTRAL] Or do you have their social security number?
[CUSTOMER][NEGATIVE] Unfortunately, not. Let me search.
[CUSTOMER][POSITIVE] I'm so sorry about that. One second.
[CUSTOMER][NEUTRAL] No, I'm gonna have to come back. I'll call right back.
[AGENT][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Um, do you know whose name the policy is in?
[CUSTOMER][NEUTRAL] Um, oh yes, I have a name. I have [PII]
[AGENT][NEUTRAL] All right, OK, spell it one more time, spell the first name again.
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] Sure. [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Getting
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][POSITIVE] Yes, outpatient benefits.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to their deductible, copay or co-insurance for outpatient.
[AGENT][NEUTRAL] We'll pay up to $500 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect. Perfect. Thank you. Um, can I have the, the correct, um, policy number?
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 333-513.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you. Appreciate it.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.