AccountId: 011433970860
ContactId: e85c3960-1a3e-4d40-8bdf-d81a7b400eab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106989 ms
Total Talk Time (AGENT): 41297 ms
Total Talk Time (CUSTOMER): 46211 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e85c3960-1a3e-4d40-8bdf-d81a7b400eab_20250618T14:15_UTC.wav
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[AGENT][NEUTRAL] This is how may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm calling from Baptist Outpatient Services.
[CUSTOMER][NEUTRAL] I was calling to know the outpatient benefits for our patients.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure. [PII]. Policy number is 01912865 ML8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth that you're calling to verify benefits eligibility for, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what you're calling to verify outpatient benefits for [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Louis has outpatient benefits.
[AGENT][NEUTRAL] Of $250 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect. OK, and your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Oh, I love that name.
[AGENT][POSITIVE] Thank you. And you can use my name in today's date as a reference. [PII].
[CUSTOMER][NEUTRAL] And the first initial to your last name? OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that will be all. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.