AccountId: 011433970860
ContactId: 0f84660a-f0a6-4f1d-a9ed-e3ce52434d2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174410 ms
Total Talk Time (AGENT): 80338 ms
Total Talk Time (CUSTOMER): 63058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0f84660a-f0a6-4f1d-a9ed-e3ce52434d2b_20250114T22:35_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] Yes, I saw my name is [PII], um, from Baptist Hospital, and I want to see if you can help me with first benefits please.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] With what? I'm sorry, I didn't get that.
[CUSTOMER][NEUTRAL] I have a patient that's coming in for surgery and I wanna see if you can help me with their benefits to see what's available.
[AGENT][POSITIVE] Benefits. OK, sure, yes, I can assist you with benefits, um, [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02496550, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and this is one of our secondary supplemental plan to the major medical. And let's see.
[AGENT][NEUTRAL] OK, so the outpatient maximum is 1500 per cover person per calendar year, and it started all over again this year. I can check just to make sure that they have not used their benefit. I don't believe so.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] No, she has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][NEUTRAL] OK, and it's 1000?
[AGENT][NEUTRAL] 1500. Mhm. That's a person per calendar year. Mhm.
[CUSTOMER][NEUTRAL] 500?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Per person per calendar year. Oh my goodness, my computer, hold on.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, secondary, um gap.
[CUSTOMER][NEUTRAL] Secondary American pub.
[CUSTOMER][POSITIVE] Perfect. And would you have a
[CUSTOMER][NEUTRAL] A reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK, got you. Alrighty, my love, thank you so much for your time. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Have a good afternoon. Thank you for calling ATL, Ms. [PII].
[AGENT][NEUTRAL] And that's
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][POSITIVE] Thank you.