AccountId: 011433970860
ContactId: 0f9ec098-1e6f-49a8-89e8-27b30ff07a23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182309 ms
Total Talk Time (AGENT): 95171 ms
Total Talk Time (CUSTOMER): 26267 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0f9ec098-1e6f-49a8-89e8-27b30ff07a23_20250428T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services to verify the outpatient benefits for a member.
[AGENT][POSITIVE] OK, I'd be glad to help you. [PII], go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] That's gonna be 023-269-79 ML 8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] It's gonna be [PII] direct line.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] It's gonna be [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you so much for all that information. It looks like [PII] is the insured on this medical supplemental plan. I do show that his original effective date is for [PII] current policy is active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][POSITIVE] Yes, it'll be outpatient benefits.
[AGENT][NEUTRAL] OK, let me get over that outpatient. All right, while I'm pulling this benefit pack up for you. Now, of course, what we are is just his medical supplemental plan. So the only thing we will pick up and pay on is anything for sickness and injury that is applied towards his deductible, co-pay, or co-insurance at his primary insurance carrier. Nothing routine here is covered no matter what.
[AGENT][NEUTRAL] As outpatient benefit here is a zero deductible, no pre-cert, and he has a $7350 benefit payable per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that all I can help you with today, [PII]?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hello, [PII], can you hear me?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] No [PII], are you there?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello.