AccountId: 011433970860
ContactId: e8894190-3b88-45ff-aa94-8d6cdf53c2be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141710 ms
Total Talk Time (AGENT): 38779 ms
Total Talk Time (CUSTOMER): 38783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e8894190-3b88-45ff-aa94-8d6cdf53c2be_20250527T16:35_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 morning. I mean, good afternoon. I'm calling from Baptist Outpatient Services. I'm trying to obtain outpatient benefits for one member.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] callback number [PII].
[AGENT][NEUTRAL] OK, thank you, so. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Yes, I have 1861525.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, looks like she's got a a more recent policy number. Let me give you that. It's 258.
[AGENT][NEUTRAL] 343 7.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Not a guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] And you said outpatient benefits correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks for, for her policy, she's got a benefit per calendar day of [PII] payable.
[CUSTOMER][NEUTRAL] For calendar day.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Got it. Thank you so much, um, [PII]. Any reference number for this call?
[AGENT][NEUTRAL] Uh it's just my name, [PII] and today's date, and anything else I can help with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you, bye.