AccountId: 011433970860
ContactId: 3f516b23-fda7-4a4c-ac6b-4bfc6f7721ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167529 ms
Total Talk Time (AGENT): 78290 ms
Total Talk Time (CUSTOMER): 39347 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3f516b23-fda7-4a4c-ac6b-4bfc6f7721ac_20250304T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, good afternoon. My name is [PII]. I'm calling to confirm a patient's gap benefits, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from from my notation?
[CUSTOMER][NEUTRAL] Sure. Baptist Diagnostic Center.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 023371-73 ML 8
[AGENT][POSITIVE] All right then, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[CUSTOMER][NEUTRAL] Be a roll it, so that's me.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] And what does she have currently available?
[AGENT][NEUTRAL] Um, this is for outpatient, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, let me check and see.
[AGENT][NEUTRAL] She is.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, she has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][NEUTRAL] And what's the full amount, ma'am?
[AGENT][NEUTRAL] 1000 per covered person per calendar year.
[CUSTOMER][POSITIVE] OK, perfect. And if you could spell your first name for me, please?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] And a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. Thank you so very much. You enjoy your day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATM. Bye-bye, Miss [PII].