AccountId: 011433970860
ContactId: 09baf6cd-0f09-4a96-81a7-076358184243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145339 ms
Total Talk Time (AGENT): 74560 ms
Total Talk Time (CUSTOMER): 48770 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/09baf6cd-0f09-4a96-81a7-076358184243_20250403T17:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling in from Baptist Outpatient Services, calling in just to obtain benefits for mutual patient.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with benefits. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Call back [PII].
[AGENT][POSITIVE] Thank you [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Policy is
[CUSTOMER][NEUTRAL] 02288211 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] Bueno, um, [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with eligibility and benefits for [PII], and we just have her last name as [PII].
[AGENT][NEUTRAL] In case you need to know that.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And I'm showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And are you needing specific benefits [PII]?
[CUSTOMER][NEUTRAL] Please, yes, just uh for diagnostic um outpatient examination.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can help you with that. She does have outpatient coverage up to $3500 per calendar year. Now that is a verification of coverage, not a guarantee of payment, and that does, uh, for it to be covered, it would have to be in an outpatient facility.
[CUSTOMER][POSITIVE] Perfect. Is there anything um you so far?
[AGENT][NEGATIVE] As of right now, nothing has been used for that for that benefit for 2025.
[CUSTOMER][POSITIVE] OK. Sounds great. Thank you so much for your time.
[AGENT][POSITIVE] It's been a pleasure to help you with those benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] And I'm it, thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you