AccountId: 011433970860
ContactId: c5d035cf-0dfd-4144-b37c-fd1f8536e0e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111500 ms
Total Talk Time (AGENT): 35672 ms
Total Talk Time (CUSTOMER): 43568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c5d035cf-0dfd-4144-b37c-fd1f8536e0e0_20250502T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services to see a um policy that you guys have there for benefits.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's gonna be 02611484.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Yeah, it looks like our policy is effective [PII]. It's currently active. And is this for outpatient services?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy. Let me get that pulled up, one moment.
[AGENT][NEUTRAL] And for her outpatient policy, she's got 6500 per covered person per calendar maximum benefit payable.
[CUSTOMER][NEUTRAL] OK, and has the patient used any of those funds yet or still?
[AGENT][NEUTRAL] Uh, she's not used to anything.
[CUSTOMER][NEUTRAL] The same.
[CUSTOMER][POSITIVE] Perfect, perfect. Thank you so much for all your help.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] Um, do you guys give our reference numbers? No, um, do you guys give our reference numbers by any chance or it's just date and time?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for all your help.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.