AccountId: 011433970860
ContactId: 0358104b-5a6d-41d5-a494-47467cf7ee91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160839 ms
Total Talk Time (AGENT): 77348 ms
Total Talk Time (CUSTOMER): 68337 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0358104b-5a6d-41d5-a494-47467cf7ee91_20250115T15:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the Baptist Diagnostic Center. I'm calling in regards to a patient that has, um, American Pub Life, and I wanted to verify his benefits.
[AGENT][POSITIVE] Yeah, I'd love to help you today, Ms. [PII] with some benefits. And do you mind if I get a good callback number real quick for you?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, and your member's policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It is 02510864.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you. I appreciate that, ma'am. And give me just one moment to get that policy pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, my pleasure.
[CUSTOMER][NEUTRAL] number
[AGENT][NEUTRAL] And would you be able to verify for me, please, ma'am, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I believe the policyholder is [PII], but it's for his son [PII]. He should be part of the policy.
[AGENT][POSITIVE] Perfect and
[AGENT][NEUTRAL] [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. [PII] is on this policy as a dependent and he is current and active with an effective date of [PII]. And you said you're needing
[AGENT][NEUTRAL] Benefits as well, is that correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Inpatient or outpatient benefits today?
[CUSTOMER][NEUTRAL] What was that? I'm sorry?
[AGENT][NEUTRAL] Are you needing inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Perfect. I do want to let you know any, I'm so sorry, any benefits I give you over the phone, um, it's just a verification of coverage and not a guarantee of payment. Um, your patient does have outpatient benefits of $2000 per calendar year for outpatient services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and is any ever used?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Get it.
[AGENT][NEUTRAL] I'm not showing anything new for this calendar year.
[CUSTOMER][POSITIVE] OK, so he's good.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, can I have a reference number for this call, please?
[AGENT][NEUTRAL] Oh yeah, you betcha. It's gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, it's my pleasure. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.