AccountId: 011433970860
ContactId: 3d81efa0-7c4d-4981-a723-210a0a98a882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160229 ms
Total Talk Time (AGENT): 71990 ms
Total Talk Time (CUSTOMER): 46766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3d81efa0-7c4d-4981-a723-210a0a98a882_20250320T15:03_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], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][NEUTRAL] I'm sure you you we see if I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the member's policy number is.
[CUSTOMER][NEUTRAL] 01659331 ML8
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you the verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, her new policy number is
[AGENT][NEUTRAL] 024.
[AGENT][NEUTRAL] 97618.
[AGENT][NEUTRAL] And the effective date on the policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 7900 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 would you be able to tell me if she has accumulated any for this calendar year?
[AGENT][NEUTRAL] Um, so far she's used $50.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help today, [PII]. Could I have the initial to your last name please and a reference number for this call?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. My last initial is [PII]. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you for all your help today.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye.