AccountId: 011433970860
ContactId: d1445a64-c8d8-4fc2-b0d0-8e92862eada2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137679 ms
Total Talk Time (AGENT): 55207 ms
Total Talk Time (CUSTOMER): 52192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d1445a64-c8d8-4fc2-b0d0-8e92862eada2_20250429T12:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Baptist Outpatient Services. I'm calling for outpatient benefits for one of our patients.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a phone number?
[CUSTOMER][NEUTRAL] Um, yes, yeah.
[AGENT][POSITIVE] I can get in case we get this.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. And that is gonna be, 1 2nd.
[CUSTOMER][NEUTRAL] Um, 02446325, M for Mike, L for Lima, 7.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] has me.
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing outpatient benefits?
[CUSTOMER][POSITIVE] Outpatient benefits, yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only.
[AGENT][NEUTRAL] For outpatient, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got it. Thank you so much, uh, [PII]. Is there any reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that will be all. Thank you. Have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.
[CUSTOMER][POSITIVE] Mhm thank you bye.
[AGENT][NEUTRAL] Bye bye.