AccountId: 011433970860
ContactId: 06af848a-6b6e-46f0-b678-02bdf065a164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125050 ms
Total Talk Time (AGENT): 61318 ms
Total Talk Time (CUSTOMER): 57536 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/06af848a-6b6e-46f0-b678-02bdf065a164_20250310T16:06_UTC.wav
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[AGENT][NEUTRAL] APO.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Health Medical Group. I need to verify if this uh policy is active and the benefits, I'm sorry.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]. The name is [PII] [PII] Uh may I have your name, please?
[AGENT][NEUTRAL] My name is [PII] and today's date as a reference and first initial, my last name is [PII]. [PII], can I have the policy number of the member?
[CUSTOMER][NEUTRAL] Yes, 02510864ML8.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility.
[AGENT][NEUTRAL] For outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is for an office visit with a I'm sorry, a specialist office visit.
[AGENT][NEUTRAL] This policy has been active since [PII], [PII] and is currently active.
[CUSTOMER][NEUTRAL] Active.
[AGENT][NEUTRAL] The member's policy does not cover visits, office visits itself, however, it does cover the treatment received in the office and it falls under the outpatient benefits of $2000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, is this a secondary or gap insurance? He has, um, you had a choice gap. OK, Active gap insurance.
[AGENT][NEUTRAL] This is the gap insurance.
[CUSTOMER][NEUTRAL] May I have a reference number for the call, [PII]?
[AGENT][NEUTRAL] Is there anything else that I can assist you with it? As stated in the beginning of the call, we don't provide reference numbers. You can use today's date as a reference in my name.
[CUSTOMER][POSITIVE] OK thank you have a wonderful day. I appreciate your help.
[AGENT][POSITIVE] Thanks for calling APA. You have a great great one as well, OK? You're welcome.
[CUSTOMER][NEUTRAL] Mhm bye bye.