AccountId: 011433970860
ContactId: c4ba8400-9431-42e8-b82e-3fa2356eb1f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113790 ms
Total Talk Time (AGENT): 35192 ms
Total Talk Time (CUSTOMER): 33587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c4ba8400-9431-42e8-b82e-3fa2356eb1f6_20250423T19:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling on behalf of Baptist Diagnostic Center. I'm calling to verify members gap benefits, please.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be 02199633 MLA.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[AGENT][NEUTRAL] And let me get those benefits pulled up. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it looks like I'm not a guarantee payment basic outline of the policy. Uh, this plan has a $200 per covered person per calendar day benefit.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] And if you can just spell your first name for me?
[AGENT][NEUTRAL] Um it's [PII]
[CUSTOMER][NEUTRAL] And the initial and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there a reference number for our call, [PII]?
[AGENT][NEUTRAL] Uh it's just my name in today's date.
[CUSTOMER][POSITIVE] Alright, [PII]. Thank you so very much. You enjoy your day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you.