AccountId: 011433970860
ContactId: 414ec62e-a085-4a5d-8938-bf48ecabf6b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142399 ms
Total Talk Time (AGENT): 75157 ms
Total Talk Time (CUSTOMER): 57647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/414ec62e-a085-4a5d-8938-bf48ecabf6b4_20250331T16:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Baptist MD Anderson on a recorded line. I'm calling to check, um, coverage and benefits and networks for our patient, and I apologize, I did not get your first name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK, no problem. My name is [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and mhm.
[CUSTOMER][NEUTRAL] Um, do you need the member ID?
[AGENT][NEUTRAL] Um, I do, but first, let me have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII] option one.
[AGENT][NEUTRAL] Alright, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02472355 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. All right.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. This is a secondary, there's no network.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And um for the benefits, we have outpatient maximum is 250 per occurrence.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And I guess that would be it, right? alright.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Alright, uh, um, so do you give uh a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Awesome I appreciate your time thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.