AccountId: 011433970860
ContactId: 43eb9543-7dd2-4b50-a759-28f1e5cdfb40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135389 ms
Total Talk Time (AGENT): 62917 ms
Total Talk Time (CUSTOMER): 54708 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/43eb9543-7dd2-4b50-a759-28f1e5cdfb40_20250321T14:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, or I'm sorry, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services to verify patient benefits, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. Last name initial [PII], callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're inquiring eligibility for today, [PII]?
[CUSTOMER][NEUTRAL] It's 02559100, M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for outpatient services?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Then [PII], this policy has been active since [PII] and it's currently active. This member has a maximum benefit amount.
[AGENT][NEUTRAL] Of $3000 per calendar day for outpatient services and this is not a guarantee of benefit if it's just a disclaimer of the policy's coverage. Also, the treatment received in a doctor's office is covered under the outpatient benefits. however, the office visit itself would not be covered if the place of service is claiming.
[CUSTOMER][NEUTRAL] OK, perfect. And so you said it was $3000 per calendar day, correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, thank you, Ms. [PII]. Can I have a spelling of your name, your last name, initial, and a reference number?
[AGENT][NEUTRAL] Of course, [PII]. First initial, my last name is [PII], and today's date is a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] That's OK, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.