AccountId: 011433970860
ContactId: d5e6a6b5-6e9c-4b73-8936-dd125e9fed87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141289 ms
Total Talk Time (AGENT): 50821 ms
Total Talk Time (CUSTOMER): 32442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d5e6a6b5-6e9c-4b73-8936-dd125e9fed87_20250410T20:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist to verify, um, benefits for patients.
[AGENT][NEUTRAL] Sure, I can assist you with that. [PII]. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number says here 01611631.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[AGENT][POSITIVE] And I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not sure if you heard me, but I requested her name and her date of birth.
[CUSTOMER][NEUTRAL] Oh no, I said it, [PII], [PII].
[AGENT][NEUTRAL] And you
[AGENT][NEGATIVE] I didn't hear the date of birth that you did say it. Apparently the phone cut out.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] What's the outpatient benefits?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Has outpatient benefits of $1500 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, has any been used?
[AGENT][NEUTRAL] She's utilized $500 over $1500. Is there anything else that I could assist you with today?
[CUSTOMER][NEUTRAL] No just a reference number for the call.
[AGENT][NEUTRAL] We don't provide those [PII], but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thank you have a good day.
[AGENT][POSITIVE] Thanks for calling APL. You have a good one as well. Good bye.