AccountId: 011433970860
ContactId: cd3355e6-35ca-4baf-ab22-500d5193edbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156899 ms
Total Talk Time (AGENT): 47749 ms
Total Talk Time (CUSTOMER): 72197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/cd3355e6-35ca-4baf-ab22-500d5193edbd_20250416T13:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you? Hi.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Hi, good, good morning. How are you?
[AGENT][POSITIVE] Good morning. I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Good, my name is [PII]. I'm calling from Baptist Outpatient Services and needed to verify outpatient benefits.
[AGENT][NEUTRAL] Of course, I can help you with outpatient benefits today. Do you have the
[CUSTOMER][NEUTRAL] May I please have your name?
[AGENT][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII], very pretty name first initial Miss [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, H
[CUSTOMER][NEUTRAL] Oh HH.
[CUSTOMER][NEUTRAL] OK, um, what do you need from me? Policy number, my name, my phone number? What would you need?
[AGENT][NEUTRAL] Yes, uh, the policy number.
[CUSTOMER][NEUTRAL] 01755268
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. His um first name is [PII] and then his date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like for this policy, the outpatient benefit max per calendar year is 3000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It is and they haven't used any because I had called before. It's just that I was missing the policy number. um, may, can I use your name, last name, and today's date for reference number?
[AGENT][NEUTRAL] Yes, ma'am. It would just be [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Mhm, then H 4 [PII]. OK, wonderful, thank you so much, Ms. [PII]. You have a great day. Take care.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then today's date.
[AGENT][POSITIVE] Of course, thank you. Thanks for calling APL. You too. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.