AccountId: 011433970860
ContactId: c70724ec-65ab-4ff8-8911-5f2b56eaa095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168350 ms
Total Talk Time (AGENT): 77158 ms
Total Talk Time (CUSTOMER): 49567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c70724ec-65ab-4ff8-8911-5f2b56eaa095_20250318T19:54_UTC.wav
--------------------------------------------
[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 calling to see the outpatient benefits remember.
[AGENT][NEUTRAL] OK, I can help you with the benefits for uh patient. Ulysses, can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 02298029ML8.
[CUSTOMER][NEUTRAL] Patient's name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy with us. Her effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] This is a supplemental insurance policy that's billed secondary to the primary, and she has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] $500?
[AGENT][NEUTRAL] $2500 per calendar year.
[CUSTOMER][NEUTRAL] $2500 OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And would you be able to tell me if she has accumulated any so far?
[AGENT][NEUTRAL] Yes, let me look at her history real quick, her balance.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today, [PII]. Can I have the.
[AGENT][NEUTRAL] You're so
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Can I have the initial to your last name please and the reference number for this call?
[AGENT][NEUTRAL] Yes, sir. My initial is [PII], and you can use my name and today's date. And is there anything else I can help you with you [PII], before we go?
[CUSTOMER][POSITIVE] No, that's all. Thank you for your help today.
[AGENT][POSITIVE] You're very welcome. You have a good day and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye, sir.
[CUSTOMER][POSITIVE] Thank you you as well.