AccountId: 011433970860
ContactId: fc0b4816-8de8-4976-92df-9719cdfcc671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109980 ms
Total Talk Time (AGENT): 37874 ms
Total Talk Time (CUSTOMER): 32132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fc0b4816-8de8-4976-92df-9719cdfcc671_20250422T15:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I am calling on behalf of Baptist Diagnostic Center to verify members got benefits, please.
[AGENT][NEUTRAL] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It's gonna be 0258.
[CUSTOMER][NEUTRAL] 2121.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy effective [PII] currently active, and you said outpatient benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Let me get that pulled up.
[AGENT][NEUTRAL] OK, it looks like for her outpatient benefits, and she has a $500 per covered person per calendar day benefit.
[CUSTOMER][NEUTRAL] $500 daily. OK, and if you can spell your first name for me?
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Any initials or last name, [PII]?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Is there a reference number for our call?
[AGENT][NEUTRAL] Uh, just my name in today's date.
[CUSTOMER][POSITIVE] Alright let me thank you so very much. You enjoy your day.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you