AccountId: 011433970860
ContactId: 08e91c5e-3de1-4ea0-98c0-2abe598138eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143779 ms
Total Talk Time (AGENT): 55210 ms
Total Talk Time (CUSTOMER): 38200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/08e91c5e-3de1-4ea0-98c0-2abe598138eb_20250328T18:53_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], my name is [PII]. I'm calling from Baptist Hospital to um get the benefits for a patient.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 02299179 ML 8.
[AGENT][NEUTRAL] And the patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, basic outline of the policy. Uh, looks like patient is effective [PII] and active.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And was this for outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, this is a secondary policy, so be sure when you file the claim, it's filed with the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And for this policy, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pulling that up just give me one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for their outpatient benefits they have a $2250 calendar year maximum payable.
[CUSTOMER][NEUTRAL] And how much is um.
[CUSTOMER][NEUTRAL] Available.
[AGENT][NEUTRAL] Um, let's see if they've used anything.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, don't show they've used anything so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, if I can have your name and a reference number for the call.
[AGENT][NEUTRAL] Uh, reference number will be my name, [PII], last initial [PII], today's date. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that'd be all have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL have a good weekend.