AccountId: 011433970860
ContactId: 4e858e01-1a87-4ec3-bfc0-f294c123efbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133139 ms
Total Talk Time (AGENT): 63620 ms
Total Talk Time (CUSTOMER): 45774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/4e858e01-1a87-4ec3-bfc0-f294c123efbd_20250429T19:46_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number of the member?
[CUSTOMER][NEUTRAL] 02415262 ML 8.
[AGENT][NEUTRAL] [PII], thank you. Can you verify the patient's name and date of birth, and I'll be able to assist you with the benefits.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active. You're calling to verify benefits eligibility for workplace of service.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, eligibility just for a specialist office visit.
[AGENT][NEUTRAL] So the office visit itself is not covered. However, the treatment received in the office falls under the outpatient benefits.
[CUSTOMER][NEUTRAL] Right, they have another insurance as primary. I just needed to verify this one as a secondary.
[AGENT][NEUTRAL] Yes, this is a gap insurance. The outpatient benefits is $250 per calendar day. This is not a guaranteed benefits, just a disclaimer of the policy coverage. So the treatment received in the office will be covered. However, the visit will not be covered.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK great um would you happen to have a group number or group name um for this policy?
[AGENT][NEUTRAL] So the policy number is 2608726087. The name is NextGen Aero LLC.
[CUSTOMER][NEUTRAL] NextGen, I'm sorry, what was after that?
[AGENT][NEUTRAL] Arrow, A E R O.
[AGENT][NEUTRAL] LLC.
[CUSTOMER][NEUTRAL] OK, I'll see. Thank you. OK, [PII], I have what I need. Is there a reference number for this call?
[AGENT][NEUTRAL] We don't provide those. However, you can use my name in today's date as a reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] OK, no, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.