AccountId: 011433970860
ContactId: dfc77afe-fc28-4b7c-aec3-ab57caf88d96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148279 ms
Total Talk Time (AGENT): 62432 ms
Total Talk Time (CUSTOMER): 63809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/dfc77afe-fc28-4b7c-aec3-ab57caf88d96_20250603T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I'm sorry, can you say your name one more time, please? I didn't catch it.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] [PII], hi [PII] how you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Alright, um, I'm calling from Baptist Outpatient Services to check, uh, patients, uh, maximum and remaining amounts under their gap plan.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and the best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and there's a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that one is 01947585 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, that one will be [PII], and the date of birth will be [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And let's see, for outpatients, we cover up to um 5, OK, yeah, we cover up to 500 per day. So under this policy, it's a daily benefit and we cover up to 500.
[CUSTOMER][NEUTRAL] Yes, outpatient.
[CUSTOMER][POSITIVE] 500 per day, perfect, perfect.
[CUSTOMER][NEUTRAL] Alrighty, can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um my name is spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that should be all for today. Thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.