AccountId: 011433970860
ContactId: 3dc7bdd3-dbb1-4e39-80fd-c47d4afcabf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137940 ms
Total Talk Time (AGENT): 66903 ms
Total Talk Time (CUSTOMER): 49774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3dc7bdd3-dbb1-4e39-80fd-c47d4afcabf5_20250123T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist. I have a patient that I need to uh find out their benefits with their gap insurance.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name again and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Absolutely. My name is [PII], and our callback number is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Absolutely, one second, let me just get to that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that policy number would be 2,556,440 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, thank you. Now, I need the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] And would this be for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It will be outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. And um do you know the any accumulation has been used?
[AGENT][NEUTRAL] Um, so far nothing's been used. It's all available.
[CUSTOMER][POSITIVE] Perfect. All right, um, that's actually all I really needed. Can I get a reference number for our call?
[AGENT][NEUTRAL] Um, yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. Um, it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much. You have yourself a great afternoon.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][POSITIVE] Thank you. Mm bye.