AccountId: 011433970860
ContactId: 00800bc8-5b77-4216-bcdd-6227ff77098a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181360 ms
Total Talk Time (AGENT): 70775 ms
Total Talk Time (CUSTOMER): 68740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/00800bc8-5b77-4216-bcdd-6227ff77098a_20250613T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Baptist, um, Urgent Care. I was just calling to make sure that um your member is still active with you guys, with the pub.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, let me get that for you because I really don't know my callback number by heart. Let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull it up.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, OK. The policy number is 0198.
[CUSTOMER][NEUTRAL] 2775.
[CUSTOMER][NEUTRAL] M L H
[AGENT][POSITIVE] OK, thank you. And one.
[CUSTOMER][NEUTRAL] It's for capuado.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My ladies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. And please verify the name again and the date of birth.
[CUSTOMER][NEUTRAL] Yes. It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And did you need to um verify benefits or check on the status of the claim?
[CUSTOMER][NEUTRAL] No, I just, uh, just to verify the benefits.
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, it would be outpatient or urgent care.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, for outpatient, we cover up to 7900 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes declined.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] If I can have a, a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, I appreciate your help, [PII]. You've been wonderful. I hope you have a good weekend.
[AGENT][NEUTRAL] You do the same, [PII], and thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Have a good one bye.
[AGENT][NEUTRAL] Mhm.