AccountId: 011433970860
ContactId: f3248f51-77a3-457c-a144-6649b7da277d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167350 ms
Total Talk Time (AGENT): 51931 ms
Total Talk Time (CUSTOMER): 71941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/f3248f51-77a3-457c-a144-6649b7da277d_20250512T19:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII], how are you?
[AGENT][NEUTRAL] And how are you?
[CUSTOMER][NEUTRAL] Good, um, thank you for asking. My name is [PII], and I'm calling from Baptist Outpatient Services. Just wanted to verify outpatients benefit for a mutual insured.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of that patient?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 2,556,490
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] It looks like she has like 3 last names in there. I have no idea, but it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that correct or?
[AGENT][NEUTRAL] Um, we have.
[AGENT][NEUTRAL] We have [PII]
[CUSTOMER][NEUTRAL] [PII] OK. I don't know where they came up with the data. I have no idea. OK.
[AGENT][NEUTRAL] OK, and you needed outpatient benefits?
[CUSTOMER][NEUTRAL] And Ms. [PII], what's the yeah, what's the first initial of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh, like mine I say [PII], OK, yeah, just outpatient benefits yeah mhm.
[AGENT][NEUTRAL] OK, get that pulled up. Uh, policy is effective [PII], it's active.
[AGENT][NEUTRAL] And this is not a guarantee of payment, it's a basic outline of our policy.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Uh, looks like for outpatient benefits it pays $8700 per calendar year, up to, um, after a primary insurance has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has she um used any or?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, she's only used $140.
[CUSTOMER][NEUTRAL] OK, alright, wonderful. Can I go ahead and use your name, uh, first I show your last name and today's date as a reference number?
[AGENT][POSITIVE] Yes, that's correct. And anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you so much have a great work uh work week, OK? Stay safe, take care.
[AGENT][POSITIVE] Thanks for calling ATO. You too, bye bye.