AccountId: 011433970860
ContactId: f5c34d01-1870-46e4-8342-2eee8d8f5baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338130 ms
Total Talk Time (AGENT): 136982 ms
Total Talk Time (CUSTOMER): 122824 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f5c34d01-1870-46e4-8342-2eee8d8f5baa_20250331T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Baptist Outpatient Services.
[AGENT][POSITIVE] Hi Ms. [PII] how are you doing today?
[CUSTOMER][POSITIVE] I'm doing good it's Monday.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Um, we have a patient here that has the gap pictures from APL, and we just wanna verify how much that remaining amount is and if she has, well, her maximum and her remaining amount.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, I can get the benefits for you. Can I please get your callback number just in case the call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yep, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] And then yeah.
[AGENT][NEUTRAL] Date of birth and policy number?
[CUSTOMER][NEUTRAL] Patient's name
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And that policy.
[CUSTOMER][NEUTRAL] I'm sorry, give me one second.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][POSITIVE] My system seems to have proven.
[AGENT][NEUTRAL] It knows it's Monday too.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] OK, never mind. It froze the wrong patient. So patient is going to be [PII]. Date of birth is [PII], and that policy number is 02061936 letters M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] Hello [PII]?
[AGENT][NEUTRAL] Can you hear me? OK. Yes, I can hear you now. We had a little glitch in the phone. Can you repeat that policy number one more time for me, please?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yep I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, of course. Policy number is 2, 202061936. M as in Mary, L as in Lima and then the number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. I appreciate that. Let me pull her up real quick.
[AGENT][NEUTRAL] OK, I do show this policy for [PII] is no longer.
[AGENT][NEUTRAL] But I'm checking, she does have an active policy though. Let me give you that good policy number.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's 232.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] 701.
[CUSTOMER][NEGATIVE] Sorry, you're cutting off. Do you mind repeating that for me?
[AGENT][NEUTRAL] Yes, ma'am. It's 232.
[AGENT][NEUTRAL] 9701.
[CUSTOMER][NEUTRAL] Just to verify I have that right because maybe cut off again. 22329701.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect I'll update that on our end.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am, and this is also, um, just to verify her benefits, it's not a guarantee of payment. This policy is also a supplemental insurance and she has an inpatient calendar year benefit amount of $7500 and an outpatient calendar year benefit amount of $3500.
[AGENT][NEUTRAL] And let me check to see if anything's been used.
[AGENT][NEUTRAL] Give me just a second, my computer pulls it in.
[CUSTOMER][NEUTRAL] Yeah, don't worry, it's been like so laggy the system, I don't know why, but uh what was it that you said the outpatient max amount is?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me get back to that just real quick.
[AGENT][NEUTRAL] The outpatient benefit amount is 3500.
[CUSTOMER][POSITIVE] OK perfect thank you so much I heard it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I think it's cause we have bad weather.
[CUSTOMER][NEGATIVE] Yeah, we do too, down here in [PII], but probably worse up north.
[AGENT][NEUTRAL] Yeah. Because you're probably getting what just came through us, you'll probably get today, um, bad thunderstorms.
[AGENT][NEUTRAL] OK, so on the balance, nothing's been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect. Alright [PII] I with you now is just the reference.
[AGENT][NEUTRAL] You can use my name and today's date.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You're welcome.
[CUSTOMER][POSITIVE] Have a great day, have a good week and stay safe.
[AGENT][POSITIVE] You too. You too. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that was all thank you so much.
[AGENT][POSITIVE] Alright well you have a wonderful week too and thanks for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye bye.