AccountId: 011433970860
ContactId: 32a289f2-dc87-4d14-9605-dbf03ed05c83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125559 ms
Total Talk Time (AGENT): 64931 ms
Total Talk Time (CUSTOMER): 41358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/32a289f2-dc87-4d14-9605-dbf03ed05c83_20250429T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name's [PII]. I'm giving you a call from Baptist Outpatient Services. I was calling to see if you can help me obtaining outpatient benefits on a mutual patient.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is gonna be 156594.
[CUSTOMER][NEUTRAL] 4 ML 8.
[AGENT][NEUTRAL] OK, can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [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 would this be for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient, outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4800 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and uh how much have they used this year of the 4000?
[AGENT][NEUTRAL] Um, so far she hasn't used any.
[CUSTOMER][NEUTRAL] None? OK, perfect. Can I please have your last name initial and a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um spelled [PII] My last initial is [PII] and today's date. Um is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too bye bye take care.