AccountId: 011433970860
ContactId: d99430a7-ab12-45dc-8132-3ede208a3666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182330 ms
Total Talk Time (AGENT): 73821 ms
Total Talk Time (CUSTOMER): 63156 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d99430a7-ab12-45dc-8132-3ede208a3666_20250603T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling and IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII] and I'm calling from Baptist Outpatient Services to check patients maximum and remaining amounts.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is it pronounced [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, that one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and here's a direct line.
[AGENT][NEUTRAL] Thank you [PII] and do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02450284 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you hold on one moment please.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] That one is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing to know the facts.
[AGENT][NEUTRAL] And the remaining she has left?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, I can help you with that um is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance only, we'll pay up to 3000 per calendar day.
[AGENT][NEUTRAL] And let me see it it's per calendar day so.
[AGENT][NEGATIVE] She wouldn't have me anything.
[CUSTOMER][NEUTRAL] So just 3000 per calendar.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Got you, so 3000.
[CUSTOMER][NEUTRAL] Per calendar day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty, [PII], can I just have a reference number for the call, please?
[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][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Thank you [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.