AccountId: 011433970860
ContactId: f6f9b605-1ca9-41c7-ba12-fbbad360f81c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111260 ms
Total Talk Time (AGENT): 53056 ms
Total Talk Time (CUSTOMER): 41080 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f6f9b605-1ca9-41c7-ba12-fbbad360f81c_20250123T21:11_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], my name is [PII]. I'm calling from Baptist. I'm just calling to get outpatient benefits for a secondary insurance.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01982614ML8.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. I'm gonna spell the last name which is [PII]
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information, uh, [PII]. So I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] The policy is active at this time.
[AGENT][NEUTRAL] And you said that this is for outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that information for you. The maximum outpatient benefit is up to $1000 per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. And [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] That'd be all, can I get your name and the first initial of your last name?
[AGENT][NEUTRAL] Mhm. [PII], and you'll use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.