AccountId: 011433970860
ContactId: 29d8df16-a68e-4d99-ac13-9cdab90c3335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115309 ms
Total Talk Time (AGENT): 55729 ms
Total Talk Time (CUSTOMER): 43099 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/29d8df16-a68e-4d99-ac13-9cdab90c3335_20250521T13:21_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 need to see if a patient's plan is active with you guys and how much is remaining in their out of pocket for, um, I mean, for outpatient services.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. And first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. [PII], no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, 02610126 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for outpatient, we cover up to $750 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Perfect. Can you please provide me a, the first initial of your last name and a reference number for the call, please?
[AGENT][NEUTRAL] Um, yes, so the reference number, you can use my name and today's date, and the first initial to my last name is [PII].
[AGENT][NEUTRAL] Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.