AccountId: 011433970860
ContactId: 048f486f-27a4-496d-8973-571f8567d3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132660 ms
Total Talk Time (AGENT): 75540 ms
Total Talk Time (CUSTOMER): 41730 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/048f486f-27a4-496d-8973-571f8567d3e3_20250320T20:40_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling in from Baptist Outpatient Services.
[CUSTOMER][NEUTRAL] I'm calling in for a mutual patient just to check on benefits.
[AGENT][NEUTRAL] I can help with benefits and I didn't catch your name.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] All right, thank you. And what is the uh um policy number, please?
[CUSTOMER][NEUTRAL] Policy is 02467711.
[AGENT][POSITIVE] Thank you. I can certainly help with benefits and what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be for [PII], um, [PII].
[AGENT][NEUTRAL] Thank you. And the, the um callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Call back [PII].
[AGENT][NEUTRAL] Thank you. So the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings. Um, this is for outpatients, so what we will do is we'll pick up the deductible, co-payment, or co-insurance for outpatient settings, um, up to $8500. That's just a verification of the benefits, not again to your payment, but it includes ambulance, cancer, lab, durable medical diagnosis.
[AGENT][NEUTRAL] ER urgent care, um, most outpatient services. Uh, is there anything in particular that you were looking at or do you just need the outpatient benefits?
[CUSTOMER][POSITIVE] Yeah, no, just outpatient, um, that, that'll be perfect. So, um, oh, just one more question. Out of the 8500, has there anything been um used so far?
[AGENT][NEUTRAL] Nothing has been used so far, so it's all going to be available.
[CUSTOMER][NEUTRAL] All right, great. And can I have please your name and a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference. Is there anything else at all that I may help with? Um, maybe the, the, uh, place to send it? OK, well, thank you for contacting EP. Have a good day.
[CUSTOMER][NEUTRAL] That'll be all.