AccountId: 011433970860
ContactId: c2577a8b-acde-496e-8bca-38dabcb18302
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111339 ms
Total Talk Time (AGENT): 45520 ms
Total Talk Time (CUSTOMER): 46603 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c2577a8b-acde-496e-8bca-38dabcb18302_20250122T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? 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 benefits, outpatient benefits for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be 02042058ML8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm showing an effective date of [PII].
[AGENT][NEUTRAL] I show the policy is active at this time and the maximum you said for outpatient facility, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Alright, so the information that we have for you is up to $1500.
[AGENT][NEUTRAL] Her calendar year.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment, and did you have any other questions we could help out with today?
[CUSTOMER][NEUTRAL] Yes, if you can check if they've used any of the 1500.
[AGENT][NEUTRAL] They have not this year.
[CUSTOMER][NEUTRAL] No? OK, perfect. OK, [PII], can I please have your last name initial, and a reference number for the call?
[AGENT][NEUTRAL] Mhm you'll use my name in today's date is your reference. First initial of the last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.