AccountId: 011433970860
ContactId: c23c7dff-a16b-42e9-9d91-7104815df2f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106650 ms
Total Talk Time (AGENT): 44769 ms
Total Talk Time (CUSTOMER): 48291 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c23c7dff-a16b-42e9-9d91-7104815df2f0_20250320T15:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see about a benefit of a gap insurance that this patient has.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, the callback number will be [PII] and the policy number is 0183.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 4858 ML 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for an office visit or outpatient.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. Dollar has outpatient benefits of.
[AGENT][NEUTRAL] $7900 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] OK. And this patient has accumulated anything yet or no?
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII], [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much and your name was again?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, your name is [PII]. OK, perfect. And um do you guys give a reference numbers by any chance or no?
[AGENT][NEUTRAL] We don't provide those, [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.