AccountId: 011433970860
ContactId: 278007e5-a784-4e77-8082-bd43a1e2ed02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129740 ms
Total Talk Time (AGENT): 67001 ms
Total Talk Time (CUSTOMER): 50497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/278007e5-a784-4e77-8082-bd43a1e2ed02_20250122T21:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling in regards of a patient that has you guys that as a secondary gap insurance. I just wanna see the benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I can check those benefits for you, um, [PII], if you don't mind, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02118983 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII] and [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is, uh, as it is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're needing to look at that outpatient benefit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Their outpatient benefit is on a per calendar day basis, so it is $500 max per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Per calendar date. OK, perfect, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. Is there any way I can have a reference number for the call by any chance?
[AGENT][NEUTRAL] Of course, yeah, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] [PII], and was there anything else I could help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that was about it. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.