AccountId: 011433970860
ContactId: 0cc6cb45-fb71-4b48-9c80-d886fa0d506d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122089 ms
Total Talk Time (AGENT): 66380 ms
Total Talk Time (CUSTOMER): 50106 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0cc6cb45-fb71-4b48-9c80-d886fa0d506d_20250205T22:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Baptist. I have a patient here that she has a, um, gap insurance with you guys and I need to verify that it's active.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it's gonna be 02415324.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's the poina spa Propulo and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, she's getting an ultrasound, so it's gonna cover her co-payment? That is for $100?
[AGENT][NEUTRAL] Is that gonna be an outpatient facility or is it gonna be an office setting?
[CUSTOMER][NEUTRAL] Out of patient out of patient facility.
[AGENT][NEUTRAL] OK, let me give you benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this one has an outpatient maximum of $500 per occurrence.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm OK perfect got it thank you so much any reference for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Yes, please go ahead, go ahead, just for me.
[AGENT][NEUTRAL] OK. Sure. That's [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much all OK have a wonderful day. That's all with me.
[AGENT][POSITIVE] You're welcome, you as well, and thank you for calling APL. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye you too.