AccountId: 011433970860
ContactId: ea00651c-7242-443e-966c-2456b84f5324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136020 ms
Total Talk Time (AGENT): 57719 ms
Total Talk Time (CUSTOMER): 42260 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ea00651c-7242-443e-966c-2456b84f5324_20250408T14:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see a gap insurance that a patient has coming in for an MRI.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, I have 02518767.
[AGENT][NEUTRAL] OK. And to repeat, I have that as 025187667 for that policy number. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment, I apologize.
[AGENT][NEUTRAL] My computer is moving a little slow this morning. I'm so sorry. Give me one moment please, [PII].
[CUSTOMER][NEUTRAL] Mhm hmm.
[CUSTOMER][POSITIVE] No, take your time.
[AGENT][NEUTRAL] OK, finally, thank you, and you're calling for outpatient benefits. I can help you with that. Give me one moment. Um, this policy shows effective as of [PII] and it shows that is active and for outpatient benefits, bear with me please still.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It pays up to $300 max per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect. All right, perfect. Thank you so much for all your help today.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else I can help you with? um billing information?
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. mm yeah.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.