AccountId: 011433970860
ContactId: 492ebf75-86e0-4ceb-8771-0e6e50e10fa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132490 ms
Total Talk Time (AGENT): 58742 ms
Total Talk Time (CUSTOMER): 29478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/492ebf75-86e0-4ceb-8771-0e6e50e10fa5_20250404T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to verify member, uh, benefits for outpatient.
[AGENT][POSITIVE] OK, I'm happy to check on benefits today for you, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 021-72855 ML 8.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Right, so member does have an active plan. It's a different policy number. Do you need to take that down?
[CUSTOMER][NEUTRAL] And that's for, that's for the outpatient one?
[AGENT][NEUTRAL] Mhm. Yeah, we're their secondary insurance. It's just a different policy number.
[CUSTOMER][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] 02549577.
[AGENT][NEUTRAL] Effective date on this is [PII].
[AGENT][NEUTRAL] Uh, their outpatient benefit amount on this is per calendar day, which is up to $3000.
[AGENT][NEUTRAL] This does cover deductible, co-pay, co-insurance if the primary does not.
[CUSTOMER][NEUTRAL] OK. Is there a reference number to the call?
[AGENT][POSITIVE] Yeah, absolutely. Call references my name with my last initials in today's date. My name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] 040475. OK, thank you so much have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.