AccountId: 011433970860
ContactId: 20e58a03-a537-41a6-afc2-6232744281ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171639 ms
Total Talk Time (AGENT): 81507 ms
Total Talk Time (CUSTOMER): 39679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/20e58a03-a537-41a6-afc2-6232744281ca_20250321T17:21_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 afternoon, [PII]. My name is [PII] and I'm calling to check for benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is [PII], and I'm calling from Baptist Health Surgery Center at [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 02199205ML 7
[AGENT][NEUTRAL] OK let me look up her policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $7350 and then she also has an outpatient calendar year of $6350.
[CUSTOMER][NEUTRAL] Has she met any of that outpatient, that 6350?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect, can I please have a reference number for today's call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, sorry. I hope you have a wonderful day and a wonderful weekend.
[AGENT][POSITIVE] Thank you, Miss [PII]. I hope you have one too. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'd be all, thank you.
[AGENT][POSITIVE] Alright, well you have a great weekend also and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.