AccountId: 011433970860
ContactId: 2de3e2aa-a786-4cd9-b289-a572a2e83f36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112809 ms
Total Talk Time (AGENT): 58698 ms
Total Talk Time (CUSTOMER): 41870 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2de3e2aa-a786-4cd9-b289-a572a2e83f36_20250124T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm actually calling to verify a gap insurance from you guys for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it's gonna be 01845846 ML 7.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to help you with the eligibility and benefits for [PII] for outpatient. I am showing that her policy is active. The effective date is [PII].
[AGENT][NEUTRAL] Now this is a secondary policy to her major medical insurance.
[AGENT][NEUTRAL] She does have outpatient coverage up to $1000. That is a per calendar year benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And that is a verification of coverage, not a guarantee of payment, and I know what you're fixing to ask at this moment, she has that full benefit remaining for [PII].
[CUSTOMER][POSITIVE] Perfect. Sounds good. Thank you so much for all your help today. Um, you guys don't give out reference numbers, correct?
[AGENT][NEUTRAL] That is correct. It would be my name and today's date.
[CUSTOMER][POSITIVE] All right perfect thank you so much for all your help today.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. Hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.