AccountId: 011433970860
ContactId: 27247b74-d71c-4233-a544-75eed91d313b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148100 ms
Total Talk Time (AGENT): 66748 ms
Total Talk Time (CUSTOMER): 44292 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/27247b74-d71c-4233-a544-75eed91d313b_20250321T16:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services. I'm trying to call just to see about a benefit for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, of course it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have the policy number of 02545746.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and you need outpatient benefits for outpatient facility.
[CUSTOMER][NEUTRAL] Um, yes, outpatient facility please.
[AGENT][NEUTRAL] OK. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and this is one of our secondary supplemental plans for the major medical and we have an outpatient maximum of
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] 2500 per person per calendar year.
[CUSTOMER][NEUTRAL] Uh, OK, perfect. And this has not accumulated anything, right? The patient hasn't accumulated anything for the year yet?
[AGENT][NEUTRAL] I can check for you. Let's see one moment.
[AGENT][NEUTRAL] As of today for [PII], he has not used his benefits so this full amount still available.
[CUSTOMER][POSITIVE] Perfect, perfect, perfect, thank you so much for all your help today.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good, um, good day. Happy weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.