AccountId: 011433970860
ContactId: f4d7b6cc-f7d7-472e-a0ea-e1202c064842
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142399 ms
Total Talk Time (AGENT): 59211 ms
Total Talk Time (CUSTOMER): 50240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f4d7b6cc-f7d7-472e-a0ea-e1202c064842_20250616T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to uh see how much a member has left on the gap insurance.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII] and it'll be a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII], and do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes, let me pull it up here. Policy number will be 02512936.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And do you have the policy number? I mean the
[AGENT][NEUTRAL] Patient's name I'm sorry.
[CUSTOMER][NEUTRAL] Uh yes. Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting outpatient benefit?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] 500 per day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright perfect thank you so much uh [PII], if I could just have the initial to your last name and the reference number for the call if possible.
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date. My last initial is [PII] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much for your help, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you, bye bye