AccountId: 011433970860
ContactId: 37d9ab80-9994-477a-b642-079798a06069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180669 ms
Total Talk Time (AGENT): 69098 ms
Total Talk Time (CUSTOMER): 72764 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/37d9ab80-9994-477a-b642-079798a06069_20250623T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, sir. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm just calling to check the uh uh amount left on two patients gap insurances.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Take a look. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have a policy number for each member, uh, for the first member, policy number will be 02.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] 74
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Thank you. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date is [PII].
[AGENT][NEUTRAL] And did you need the outpatient benefits or inpatient?
[CUSTOMER][NEUTRAL] Uh, the outpatient.
[AGENT][NEUTRAL] So their outpatient benefit max for the calendar year is gonna be 2500. We are the secondary, so this covers deductible, co-pay, co-insurance, the primary does not, and it looks like they've not used anything for the year.
[CUSTOMER][NEUTRAL] OK, so 0 accumulation perfect.
[CUSTOMER][NEUTRAL] Alright, and then can I check for one more member?
[AGENT][POSITIVE] Yeah, absolutely. What's their policy number?
[CUSTOMER][NEUTRAL] So for this member, the policy number will be 02.
[CUSTOMER][NEUTRAL] 2165.
[CUSTOMER][NEUTRAL] 20, M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. It looks like their effective date is gonna be [PII]. The outpatient benefits on this, uh, max is per calendar day and that's $200.
[CUSTOMER][NEUTRAL] $200 per day, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright sir, I believe that's all I need. um, if I could just have the initial to your last name if possible and the reference number for the call.
[AGENT][NEUTRAL] Absolutely. Initial to my last name is [PII] and call reference would be my full name with today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, alright, uh, [PII], thank you so much for your help. You were amazing. I hope you have a great rest of your day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Bye.