AccountId: 011433970860
ContactId: 3f0bf6d9-1df6-4d92-b267-204072a5a20c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266850 ms
Total Talk Time (AGENT): 108002 ms
Total Talk Time (CUSTOMER): 120637 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3f0bf6d9-1df6-4d92-b267-204072a5a20c_20250312T17:50_UTC.wav
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[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a Baptist Hospital of [PII]. Um, I have a patient that is getting, um, a procedure done today.
[CUSTOMER][NEUTRAL] Uh, and I just wanted to verify her benefits, um, with you guys.
[AGENT][NEUTRAL] All right, it's an outpatient surgical, like a procedure?
[CUSTOMER][NEUTRAL] Alright, what's the last name. It's a yeah like an outpatient uh procedure. You didn't tell me the room number, but when you get you get upstairs the front desk just give me the name and I'll soon as you get out as soon as you get out. Uh, yes, it is [PII].
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with that coverage. And [PII], may I have a good contact number in case we're disconnected?
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, the member's phone number?
[AGENT][NEUTRAL] Um, policy number?
[CUSTOMER][NEUTRAL] Oh, it is 020254751 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So the, you said 0202 or were you just starting over, 0254?
[CUSTOMER][NEUTRAL] No, yeah, it was 020254751 ML8.
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][POSITIVE] Oh, I'm so sorry no you're right.
[AGENT][NEUTRAL] Well, which one? It's 025, OK.
[CUSTOMER][NEUTRAL] It was 0254751 ML8.
[AGENT][NEUTRAL] 254.
[AGENT][NEUTRAL] OK, hold on one second. Can you just repeat the uh policy number all over?
[CUSTOMER][NEUTRAL] No, it's OK. It is 02054751 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] So you know.
[CUSTOMER][NEUTRAL] Yes, it is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] No, I don't have
[AGENT][NEGATIVE] So I'm actually showing that this policy is actually no longer active. It was um effective.
[AGENT][NEUTRAL] From [PII].
[AGENT][NEUTRAL] But there is an active policy.
[AGENT][NEUTRAL] That policy number is 221.
[AGENT][NEUTRAL] 0578.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's been active since.
[CUSTOMER][NEUTRAL] Oh this mhm.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Oh sorry, so that uh the policy number I gave you that one's um inactive, but she has an active one which is this one, the 221-0578.
[AGENT][NEUTRAL] Mhm, that's the active one.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And it's been active since [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, um, does she, um.
[AGENT][NEUTRAL] Oh, well, the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I forgot about the benefits. Hold on one second.
[CUSTOMER][NEUTRAL] The benefit
[CUSTOMER][POSITIVE] That's totally fine.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We can go.
[AGENT][NEUTRAL] OK, so I'm pulling the benefits up now. You said it's considered outpatient surgery?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, outpatient um procedure, yeah. Make a left at the end, your first right, and then another right so two left 2 rights.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for outpatients, the policy will pay up to $7500 per calendar year.
[CUSTOMER][NEUTRAL] you a
[CUSTOMER][NEUTRAL] They've been a turkey
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you want me to see if any is being used for the year?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far she has not used any of the benefits for this year.
[CUSTOMER][POSITIVE] Perfect thank you um can I get a reference number for the call? That's all I needed.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.