AccountId: 011433970860
ContactId: 10d93909-e42d-4de8-bd31-1be7c36df9ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175889 ms
Total Talk Time (AGENT): 94055 ms
Total Talk Time (CUSTOMER): 53430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/10d93909-e42d-4de8-bd31-1be7c36df9ad_20250121T14:06_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Baptist Outpatient services to see the outpatient benefits for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you. [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] direct line.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] The Policy number is 02419348ML7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please sir?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you. I can help you with eligibility and benefits for [PII], this policy actually turned on [PII].
[AGENT][NEUTRAL] It looks like they may have another an active policy. Let me check and make sure that she is on the active coverage policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is. Can I give you the correct policy number?
[CUSTOMER][NEUTRAL] Um, yes, of course.
[AGENT][NEUTRAL] The policy number that is active for [PII] is 255.
[AGENT][NEUTRAL] 6452.
[AGENT][NEUTRAL] And the effective date.
[CUSTOMER][NEUTRAL] 2556452
[AGENT][NEUTRAL] Yes, sir, and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary policy to the policyholders Major Medical.
[CUSTOMER][POSITIVE] OK, OK, thank you for that information.
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, would you be able to provide me with the um.
[CUSTOMER][NEUTRAL] Outpatient benefits for this member for the new plan?
[AGENT][NEUTRAL] Yes sir, I certainly can. She does have outpatient coverage up to $8700 that is a per calendar year benefit and also that is a verification coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and has she used any for the new calendar year?
[AGENT][NEUTRAL] Not as of yet.
[CUSTOMER][POSITIVE] OK, OK, thank you so much for your help today. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] The reference number is my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with those benefits today. Thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.