AccountId: 011433970860
ContactId: e2a54887-f1ff-49ac-9380-a6e9915e56e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192000 ms
Total Talk Time (AGENT): 61625 ms
Total Talk Time (CUSTOMER): 50417 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/e2a54887-f1ff-49ac-9380-a6e9915e56e4_20250508T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Baptist Outpatient Services. I'm calling to verify outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits. And did you say [PII]? Is that your name?
[CUSTOMER][NEUTRAL] Um, yeah, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have a good policy number, sir?
[CUSTOMER][NEGATIVE] Um, I have a number, but I don't think this is a good one. It's 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Um, do you have a policy certificate number, possibly?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I have a name and last name.
[AGENT][NEUTRAL] OK, um, can I get a good callback number first?
[CUSTOMER][NEUTRAL] I don't know if you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the last name of the patient?
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And it was [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have a date of service or date of birth?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, let me give you that policy number. It's 244.
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] 9593.
[CUSTOMER][POSITIVE] 93. OK, I got it thank you.
[AGENT][NEUTRAL] OK. Uh, show the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And you need outpatient benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I guarantee a payment, basic outline of the policy.
[AGENT][NEUTRAL] Let me get this pulled up. One moment.
[AGENT][NEUTRAL] OK, for his outpatient benefits, there's a benefit payable of $1500 per calendar day.
[CUSTOMER][POSITIVE] Oh OK got it thank you so much [PII] appreciate it.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][POSITIVE] Um, no, that would be all, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.