AccountId: 011433970860
ContactId: 1eaeda9f-3d25-42f7-aa78-dcf8145118ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140979 ms
Total Talk Time (AGENT): 64629 ms
Total Talk Time (CUSTOMER): 50246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1eaeda9f-3d25-42f7-aa78-dcf8145118ed_20250507T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling from Baptar Patient Services. I'm calling to verify, uh, how much a member has left on their gap insurance.
[AGENT][NEUTRAL] OK, I can check that benefit amount for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], it'll be a direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 02.
[CUSTOMER][NEUTRAL] 04205.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] M for Mike
[CUSTOMER][NEUTRAL] L for Lima, and 8.
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Uh date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII], and were we needing to check, uh, inpatient or outpatient benefit amount, [PII]?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit total is $1500 max per calendar year. Give me just a moment. Let me see if any of that has been used.
[AGENT][NEUTRAL] OK, so [PII] has not used any of that benefit amount so far this year.
[CUSTOMER][NEUTRAL] OK, and you said it was a 1500 max?
[AGENT][POSITIVE] Correct per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much um.
[CUSTOMER][NEUTRAL] [PII], may I just get the initial to your last name and the reference number for the call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that'd be all, but just to confirm, you said so $1500 max and nothing's been used as of this year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much you're a great help. I hope you have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.