AccountId: 011433970860
ContactId: d44c4799-018f-4e9e-aa90-0114171885cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101010 ms
Total Talk Time (AGENT): 32929 ms
Total Talk Time (CUSTOMER): 52949 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d44c4799-018f-4e9e-aa90-0114171885cc_20250407T18:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is also [PII]. I'm calling from Baptist Outpatient Services. I have a patient that I need to see if their plan is active and how much is remaining in their outpatient services, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number for the patient is 02141715 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. Patient's name is
[CUSTOMER][NEUTRAL] [PII] and then her last name, I'm gonna spell it for you. It is [PII], sorry, [PII] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient the per day maximum is $500.
[CUSTOMER][NEUTRAL] OK, perfect. Can you please provide me the first initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] I