AccountId: 011433970860
ContactId: b877b243-973a-4f0c-9b7e-372ed3c9c7d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93190 ms
Total Talk Time (AGENT): 38559 ms
Total Talk Time (CUSTOMER): 36610 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/b877b243-973a-4f0c-9b7e-372ed3c9c7d3_20250110T16:46_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? My name is [PII]. I'm giving you a call from Baptist Outpatient Services. I was calling to see if you can please help me checking, uh, outpatient benefits on a mutual patient.
[AGENT][POSITIVE] Yeah, I can take out patient benefits for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, give me one second.
[CUSTOMER][NEUTRAL] I do it's 1,138,050.
[AGENT][NEUTRAL] OK, thank you, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it is uh [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy you gave me actually terminated, um, [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Of course
[AGENT][NEUTRAL] OK, they do not. This was the last policy they had with us.
[CUSTOMER][POSITIVE] OK, perfect. OK, perfect. Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that would be all thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.