AccountId: 011433970860
ContactId: 1fb35529-0d43-4cb0-9926-63cdfef9965f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158529 ms
Total Talk Time (AGENT): 80508 ms
Total Talk Time (CUSTOMER): 47626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1fb35529-0d43-4cb0-9926-63cdfef9965f_20250212T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for our member.
[AGENT][NEUTRAL] OK, [PII], I can help you with the benefits. Um, can you please give me your callback number, sir, just in case our call is disconnected I can call you right back.
[CUSTOMER][NEUTRAL] Yes, of course, [PII] direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the member's policy number is 02566408.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII], and this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental gap insurance policy that helps with the deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per occurrence of $500 and then she also has an outpatient benefit amount per occurrence of $250.
[CUSTOMER][NEUTRAL] OK, so, um, I just wanna make sure I get this straight for the outpatient benefits. The she only has $250.
[AGENT][NEUTRAL] Yes, that's per occurrence. That helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, OK, thank you um so much for all your help today, [PII] could I have the initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it's A.
[AGENT][NEUTRAL] Yes sir, you can use my name. It's [PII]. My last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a great rest of your day and thanks so much for calling APL.
[CUSTOMER][NEUTRAL] You as well. Bye.
[AGENT][NEUTRAL] Bye bye sir.