AccountId: 011433970860
ContactId: e9338fbf-f3bd-4c17-bcae-d41c9c51a651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169380 ms
Total Talk Time (AGENT): 47775 ms
Total Talk Time (CUSTOMER): 61331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e9338fbf-f3bd-4c17-bcae-d41c9c51a651_20250414T14:10_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, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services in [PII]. Um, we have a patient here with, uh, the gap insurance for from American Pub Life. We just wanted to see if they have any remaining amount and what their max amount is for outpatient.
[AGENT][NEUTRAL] OK, I can help you with their uh max and their benefits. Um, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, callback number is [PII] and that will be for extension number [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yep, policy number is 02487978, and that should be for [PII].
[AGENT][NEUTRAL] OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yeah, date of birth is going to be [PII].
[AGENT][NEUTRAL] OK, and that was for outpatient services correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Uh, let's see, so.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, it looks like, let's see.
[AGENT][NEUTRAL] Get that pulled up running just a bit slow. Hold on one moment.
[AGENT][NEUTRAL] So her outpatient benefit is 4250 per calendar day.
[AGENT][NEUTRAL] Um, let me see if she's, uh, well, I'm sure she hasn't met anything. We wouldn't have anything on file for today, so she'd have that available.
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat that? It was for what?
[AGENT][NEUTRAL] 4250 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect. So 2 $4250 per day. It's her it's obviously, OK, perfect. All [PII]. All I would need now is just a reference number for the call if you guys provide one.
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][NEUTRAL] OK, perfect. Do you have can I have the initial of your last name please?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day. Enjoy the rest of your week.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.