AccountId: 011433970860
ContactId: 54a7895f-c3ee-41fb-a1f8-b0d7331c2e12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139740 ms
Total Talk Time (AGENT): 61907 ms
Total Talk Time (CUSTOMER): 55387 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/54a7895f-c3ee-41fb-a1f8-b0d7331c2e12_20250521T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Sleep Centers. I'm calling to confirm whether a patient has outpatient uh benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 1, I'm sorry, 01755431. M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. OK. And 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. This is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of 1500 per covered person per calendar year, and this is only for outpatient facilities. We do not cover office under this policy.
[CUSTOMER][NEUTRAL] OK. And um has the patient used anything out of that 1500?
[AGENT][POSITIVE] It's a daily benefit.
[CUSTOMER][POSITIVE] Oh, it's a daily benefit.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So it's a daily benefit of 1500 per day.
[AGENT][NEUTRAL] Hm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, great. So is there a reference number that I could use for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information, [PII]?
[CUSTOMER][NEUTRAL] Could you give me your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much so I appreciate you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Mm bye bye.
[CUSTOMER][NEUTRAL] Bye.