AccountId: 011433970860
ContactId: 007626a6-4e17-4849-91cb-7b385548fbba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116440 ms
Total Talk Time (AGENT): 66660 ms
Total Talk Time (CUSTOMER): 39200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/007626a6-4e17-4849-91cb-7b385548fbba_20250514T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Baptist Health. I'm calling in regarding to for a mutual patient in regarding to check on physical therapy benefits.
[AGENT][NEUTRAL] All right, let's take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, um, it is here, um, 026-08262.
[AGENT][NEUTRAL] All right, thank you so much. Let me pull that up. And then can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. So the patient is active. Effective date on here is gonna be [PII]. We are the members secondary insurance, so this would cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it looks like there are outpatient benefits on this for the calendar year. Uh, the max is $6000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] $6000 out of pocket uh outpatient max OK perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And anything used so far?
[AGENT][NEUTRAL] Uh, let me just double check that real quick. One moment.
[AGENT][NEUTRAL] Uh, looks like to date patient has used $940.46.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial and today's date. My name is [PII], that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] And today's date, so [PII]. OK, perfect, thank you so much, sir. I really appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Welcome, have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK.