AccountId: 011433970860
ContactId: bdd84b7f-9836-4dc2-9cb4-8f46c7fbe05b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126949 ms
Total Talk Time (AGENT): 45279 ms
Total Talk Time (CUSTOMER): 32054 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/bdd84b7f-9836-4dc2-9cb4-8f46c7fbe05b_20250303T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling in regards of a patient. I wanted to see their benefits for an outpatient.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's gonna be 021-61358 ML 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And verify the patient's name and date of birth for me, please.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. So we'll provide you with the effective date, which is [PII].
[AGENT][NEUTRAL] Policy is active at this time and you said outpatient facility or hospital?
[CUSTOMER][NEUTRAL] Yes, yes, mhm.
[AGENT][NEUTRAL] Alright, so the maximum outpatient benefit is up to $1000 per calendar year and any information provided is verification, not a guarantee of payment, um, of that amount. I do not show any has been used for this year and did you have any other questions I could assist with today [PII]?
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.