AccountId: 011433970860
ContactId: 5f5a8230-9516-48f9-8c83-b0cd1cdc6d53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132350 ms
Total Talk Time (AGENT): 77255 ms
Total Talk Time (CUSTOMER): 40111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/5f5a8230-9516-48f9-8c83-b0cd1cdc6d53_20250121T20:23_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's [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for a member.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02496808.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that Ulysses. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh, we need to look at the outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $4000 max per calendar year. I know the year just started, but I will still double check real quick to see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, and you said it was 4000, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today. Could I have the initial to your last name please and the reference number for this call?
[AGENT][NEUTRAL] Yeah, was there anything else?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, last, uh, so the reference number would just be my first name, last initial, and today's date, and so my name is spelled [PII] and then was there anything else I could help you with, Ulysses?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help today.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.