AccountId: 011433970860
ContactId: 14240382-71e6-413a-8d07-62bee2702c2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 67619 ms
Total Talk Time (CUSTOMER): 67629 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/14240382-71e6-413a-8d07-62bee2702c2a_20250307T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to verify a patient on the eligibility of the gap.
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, 02496810.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Hm, of course.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits for outpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I wanted to check if the the plan is active and see how much does the patient actually.
[CUSTOMER][NEUTRAL] Uh half for the plan.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible.
[AGENT][NEUTRAL] Co-pay or co-insurance only.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said this was for outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For outpatient we'll pay up to $4000.
[CUSTOMER][NEUTRAL] OK, perfect. Is it um per year or?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. Um, do you happen to know how much does the patient mat or?
[AGENT][NEUTRAL] I can check, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That she hasn't met anything for this year.
[CUSTOMER][POSITIVE] Oh OK perfect.
[CUSTOMER][POSITIVE] Um, thank you so much. Um, can you, can I get your name again and last name initial?
[AGENT][NEUTRAL] My name is [PII] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, OK, perfect, thank you, [PII] and do you have a reference number for this call?
[AGENT][NEUTRAL] We do not have a reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII] have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon as well.
[CUSTOMER][NEUTRAL] You too bye bye.