AccountId: 011433970860
ContactId: c434773f-c098-47b7-98a2-f3ca0ff93013
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164279 ms
Total Talk Time (AGENT): 82351 ms
Total Talk Time (CUSTOMER): 44259 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c434773f-c098-47b7-98a2-f3ca0ff93013_20250514T17:06_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], I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for remember.
[AGENT][NEUTRAL] OK, I can help you with the benefits. Um, may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] and my call back number [PII] direct line.
[AGENT][NEUTRAL] OK, thank you, [PII], and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and [PII], [PII] and 01678903 ML 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment. She does have a supplemental policy that's billed secondary to the primary. The policy helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And she has an outpatient calendar year benefit amount of $1000.
[CUSTOMER][NEUTRAL] $1000 per day, you said?
[AGENT][NEUTRAL] For a calendar year.
[AGENT][NEUTRAL] $1000 per year. Yes, sir.
[CUSTOMER][NEUTRAL] Oh, for the year. And how?
[CUSTOMER][NEUTRAL] Has she accumulated anything so far?
[AGENT][NEUTRAL] Let me look.
[AGENT][POSITIVE] Real quick for you.
[AGENT][NEUTRAL] No, she's not used to anything for the year of [PII].
[CUSTOMER][POSITIVE] OK, thank you um so much for all your help today, [PII]. Could I have the initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] Yeah, yes, sir. Um, my initial is [PII] and you can use my name, [PII] and today's date for your reference number.
[AGENT][NEUTRAL] And [PII], is that everything I can help you with?
[CUSTOMER][POSITIVE] Thank you for your help today, [PII].
[CUSTOMER][NEUTRAL] Yes, that's all.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL sir.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.