AccountId: 011433970860
ContactId: 3102bfa6-27f9-4319-8963-aae6e50cb8ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143580 ms
Total Talk Time (AGENT): 58271 ms
Total Talk Time (CUSTOMER): 70244 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3102bfa6-27f9-4319-8963-aae6e50cb8ff_20250606T15:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from Baptist Outpatient Services. I'm calling for to make sure our patient's policy is active, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] direct line, policy number 022.
[CUSTOMER][NEUTRAL] 165.
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] M [PII] [PII], L as [PII], 8.
[AGENT][NEUTRAL] Thank you for that. And just for my notes, did you say your name was [PII]? I'm sorry, I missed the beginning.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and a quick question, this is listed as secondary to an AMHP for United Healthcare. Um, does the patient have a maximum amount for outpatient facility?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, for outpatient, the policy will pay up to $200 per calendar day.
[CUSTOMER][NEUTRAL] OK, $200 per day only.
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][POSITIVE] Alright perfect and this is for outpatient freestanding facility, right?
[AGENT][NEUTRAL] Right, that's just their outpatient max, um.
[CUSTOMER][NEUTRAL] OK, that's the only thing that you guys will cover or uh American Public Life will cover per day for this patient. OK, perfect. Can I please just have your name and a reference number for this call?
[AGENT][NEUTRAL] Sure, my name is [PII] First initial to my last name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's gonna be all thank you very much.
[AGENT][POSITIVE] Alright, thanks for calling AP have a great weekend bye bye.
[CUSTOMER][NEUTRAL] You too bye bye