AccountId: 011433970860
ContactId: c6c33d59-ebdb-4852-a498-9de142176d6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156619 ms
Total Talk Time (AGENT): 72676 ms
Total Talk Time (CUSTOMER): 53734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c6c33d59-ebdb-4852-a498-9de142176d6b_20250403T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I wanna see some benefits for a patient that's coming in to do an exam.
[AGENT][POSITIVE] OK, I can help you with benefits and can you please spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the name is [PII], and the policy number is 2, I mean, sorry, 02473498ML8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. The policy helps with deductible copay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient per occurrence amount of $2000 and then she has an outpatient per calendar day benefit amount of $1500.
[CUSTOMER][POSITIVE] Per calendar day. OK, perfect.
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Um, let's see, um, is there any way I can have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for all your help today. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, I think that was it. Thank you so much.
[AGENT][POSITIVE] OK, well, you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.