AccountId: 011433970860
ContactId: 3c2ff7f6-36a0-440d-9140-c255ea9e3c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134169 ms
Total Talk Time (AGENT): 71230 ms
Total Talk Time (CUSTOMER): 89295 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3c2ff7f6-36a0-440d-9140-c255ea9e3c01_20250521T20:16_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling on a recorded line from Baptist Health. My name is spelled [PII] [PII] and I'm calling today just to verify eligibility.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Oh sure [PII] I can assist you.
[CUSTOMER][NEUTRAL] Can I get a call back number just in case.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] 02462024 ML 8.
[AGENT][NEUTRAL] OK, and 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 um payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] on this policy.
[CUSTOMER][NEUTRAL] Policy is still
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] And is this for inpatient or outpatient?
[CUSTOMER][NEUTRAL] It's for outpatient.
[CUSTOMER][NEUTRAL] And does this plan require prior authorization?
[AGENT][NEUTRAL] OK, um, for outpatient services, we cover up to $1000 per day, and that's for the co-pay, the coinsurance, and the deductible after the primary insurance processes the claim. And since this is secondary gap insurance, there's no authorization required because we go by the primary insurance um rules.
[CUSTOMER][NEUTRAL] OK, um, for outpatient services up to $1000 per day and that's for the copay and the deductible.
[CUSTOMER][NEUTRAL] Primary insurance
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and can I have a call reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, for the reference number you can use my name in today's day. Is there anything else I can?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much for assisting today have a great day, OK?
[AGENT][POSITIVE] OK. I thank you, [PII] for calling APL. You have a great day as well. Mm, bye.
[CUSTOMER][POSITIVE] OK, thank you for calling. Alright thanks bye bye.