AccountId: 011433970860
ContactId: 60ffeefc-19b6-4671-8a57-f2f17eb73454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117120 ms
Total Talk Time (AGENT): 60437 ms
Total Talk Time (CUSTOMER): 41290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/60ffeefc-19b6-4671-8a57-f2f17eb73454_20250320T21:12_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 see about a patient's gap insurance.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you today. Do you have that patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's gonna be 02419398 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So it looks like the patient does have an active plan with us. It is a different policy number. Would you like to take that down?
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Yes, I would.
[AGENT][NEUTRAL] Alright, now active policy is gonna be 02556501.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And we're the secondary insurance, so we do cover deductible, co-pay, co-insurance. The primary does not. The members outpatient benefits are $8700 for the calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is of course verification of benefits. Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And has it
[CUSTOMER][POSITIVE] Perfect. Um, and has the patient have, um, accumulated anything with the, the gap insurance or anything like that?
[AGENT][NEUTRAL] Uh, looks like nothing has been used thus far.
[CUSTOMER][POSITIVE] OK, perfect, perfect. All right. Thank you so much for all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] No problem thank you bye bye.
[AGENT][NEUTRAL] OK bye bye.