AccountId: 011433970860
ContactId: 3cbdd84f-1599-4ffa-8057-40fbeb0fbe4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126059 ms
Total Talk Time (AGENT): 63567 ms
Total Talk Time (CUSTOMER): 48349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3cbdd84f-1599-4ffa-8057-40fbeb0fbe4c_20250422T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? Good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services. I just wanna see a patients uh benefits eligibility, uh, to see what their cap amount is and if they have anything remaining for outpatient.
[AGENT][NEUTRAL] Sure, I can check the excuse me, eligibility and benefits for you, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, callback number is [PII] and extension number is [PII].
[AGENT][NEUTRAL] OK, thank you, and do you have the policy number?
[CUSTOMER][NEUTRAL] I have the policy number as 02518923.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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 of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] So that outpatient benefit is on a per calendar day basis, so it pays $300 max per calendar day. There is no yearly maximum, just the daily maximum.
[CUSTOMER][POSITIVE] All right, perfect. Just to make sure I got that right. Uh, patient, uh, it's only $300 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. Perfect. All right, [PII]. All I would need now is just a reference number if you guys provide them.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, thank you so much have a great day.
[AGENT][POSITIVE] All right, yeah, thanks for calling tell you too. Bye.
[CUSTOMER][NEUTRAL] Bye bye.