AccountId: 011433970860
ContactId: 25a29988-6d9f-4639-a06c-7faaa20ceaf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156500 ms
Total Talk Time (AGENT): 78213 ms
Total Talk Time (CUSTOMER): 51669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/25a29988-6d9f-4639-a06c-7faaa20ceaf1_20250519T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Baptist Outpatient Services to get um benefits for patients.
[AGENT][NEUTRAL] OK, I can help you with benefits. um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then may I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII]. The policy number is 02427990 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. Let me pull up that policy real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. He has a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] He has an inpatient calendar year benefit amount of $2500 and an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] OK, so I'm sorry, can you go over the benefits one more time, the numbers, sorry.
[AGENT][NEUTRAL] Yes, he has an inpatient calendar year benefit amount of $2500 and an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] 1500 to 1500.
[CUSTOMER][POSITIVE] OK, perfect, thank you so much and [PII], do you have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] OK, well you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.