AccountId: 011433970860
ContactId: f1ac4f8e-6e3c-407f-8967-58e015cfab7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115180 ms
Total Talk Time (AGENT): 38136 ms
Total Talk Time (CUSTOMER): 47713 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f1ac4f8e-6e3c-407f-8967-58e015cfab7a_20250506T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from Baptist Outpatient Services. I'm just calling to get some benefits for a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02611395.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is effective for [PII]. It's currently active, and is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Let me get those pulled up. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And you.
[AGENT][NEUTRAL] For their outpatient benefits, it's $6500 per covered person per calendar year payable.
[CUSTOMER][NEUTRAL] OK, does it tell you um if he's used any of it?
[AGENT][NEUTRAL] Um, I don't show anything's been used.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, do you have a reference number for the call?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Mm, no, that's all. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.