AccountId: 011433970860
ContactId: 3c837bb7-66e7-4bf9-ae60-50bd116e01b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162389 ms
Total Talk Time (AGENT): 94784 ms
Total Talk Time (CUSTOMER): 54557 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3c837bb7-66e7-4bf9-ae60-50bd116e01b8_20250516T17:15_UTC.wav
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[CUSTOMER][NEUTRAL] This time is
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Health Medical Group. I need to get benefits.
[AGENT][POSITIVE] OK, I can check the benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 02267963 and [PII], number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and were we needing to check inpatient or outpatient benefits for this number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $1500 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year.
[CUSTOMER][NEUTRAL] OK. Question that uh where we can, um, do you have the address to submit the claims?
[AGENT][NEUTRAL] I do. We have a mailing address, fax number and a payer ID.
[CUSTOMER][NEUTRAL] And the mailing address, please.
[AGENT][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. Any reference number for this call, [PII]?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my name is spelled [PII] No, no, it's all right, that's OK. It sounds like a lot of different names. Don't worry, trust me, it's fine.
[CUSTOMER][NEUTRAL] I am sorry, I was calling you, sir.
[CUSTOMER][POSITIVE] I am so sorry.
[AGENT][NEUTRAL] There's a lot that sound like it.
[CUSTOMER][POSITIVE] Thank you, thank you so much have a nice weekend all right bye bye bye.
[AGENT][POSITIVE] Of course you too thank you bye bye.