AccountId: 011433970860
ContactId: ca266292-d74f-41b1-b371-abdeecf5910f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122699 ms
Total Talk Time (AGENT): 56206 ms
Total Talk Time (CUSTOMER): 48272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ca266292-d74f-41b1-b371-abdeecf5910f_20250129T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling in regards of a patient and their gap insurance.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, this patients coming in for a couple of exams. I just wanted to see what the benefits are.
[AGENT][NEUTRAL] OK, and spell your name for me please.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The
[CUSTOMER][POSITIVE] Oh, I'm so sorry. You want me to spell it out for you?
[AGENT][NEUTRAL] No, I was asking for the policy number.
[CUSTOMER][NEUTRAL] OK, so the policy number is 1423881.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said that you're needing the benefits for service in a doctor's office?
[CUSTOMER][NEUTRAL] Um, it's in a diagnostic center.
[AGENT][NEUTRAL] A diagnostic center. OK. Thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII], I think, and it's gonna be [PII].
[AGENT][NEUTRAL] Alright, thanks for that information. The policy effective date is [PII] currently active at this time.
[AGENT][NEUTRAL] And I show the maximum outpatient benefit is up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment?
[AGENT][NEUTRAL] And currently for year [PII]. I don't show any of that benefit used. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, so it's only $1000 per year, right?
[AGENT][NEUTRAL] Up to $1000 per calendar year, correct, that is correct.
[CUSTOMER][POSITIVE] OK. OK, perfect. No, that was about it. Thank you so much for all your help today.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.