AccountId: 011433970860
ContactId: 0933921a-a0ad-467b-b909-14e312cd759a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189169 ms
Total Talk Time (AGENT): 54150 ms
Total Talk Time (CUSTOMER): 72428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/0933921a-a0ad-467b-b909-14e312cd759a_20250421T16:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah, I'm here. I asked, how can I assist you, [PII]?
[CUSTOMER][NEUTRAL] Oh sorry, I cut off. I didn't hear anything. Um, yes, I'm calling in regards to a member. I'm trying to see how much they have left on their gap insurance, uh, amount, what is their maximum and then how much they have left.
[AGENT][NEUTRAL] Sure, I can assist you with that. [PII]. Can I have a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, callback number will be [PII].
[CUSTOMER][NEUTRAL] And it's a direct line?
[CUSTOMER][NEUTRAL] And then the patient's ID or policy number will be.
[CUSTOMER][NEUTRAL] 0253.
[CUSTOMER][NEUTRAL] 4268.
[CUSTOMER][NEUTRAL] M for Mike
[CUSTOMER][NEUTRAL] L for Lima, 8.
[AGENT][NEUTRAL] Thank you [PII], and could you verify the patient's name and date of birth that you're calling to verify benefits? What yearly max benefits used up.
[CUSTOMER][NEUTRAL] Yes, it'll be
[CUSTOMER][NEUTRAL] Yes, it'll be [PII]. Date of birth will be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What was the date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The member has utilized the $150.93 of his outpatient benefits.
[CUSTOMER][NEUTRAL] And what is his max?
[AGENT][NEUTRAL] Policy has been active since [PII] and it's currently active. The member has outpatient benefits of $1500 per calendar day.
[AGENT][NEUTRAL] And this is not a guaranteed benefits just a disclaimer of the policies coverage.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You said 1500?
[AGENT][NEUTRAL] Yes, per calendar day.
[CUSTOMER][NEUTRAL] OK, and then they've only used 150.
[AGENT][NEUTRAL] Well, it doesn't, it really doesn't matter what the member has utilized because it's $1500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so they have a, a huge maximum.
[CUSTOMER][POSITIVE] OK, perfect, that's all I need to know. Yes.
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] Uh, may I get a reference number for the call, please?
[AGENT][NEUTRAL] We do not provide those unfortunately, but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, um, may I have the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. All right, [PII], thank you so much for your help. I hope you have a great day and goodbye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. You have a great one as well. Goodbye.