AccountId: 011433970860
ContactId: 61190549-8ded-48d8-bd4f-5ffdd6961eaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130419 ms
Total Talk Time (AGENT): 68554 ms
Total Talk Time (CUSTOMER): 43330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/61190549-8ded-48d8-bd4f-5ffdd6961eaf_20250212T16:35_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 um verify patients outpatient benefits.
[AGENT][NEUTRAL] OK, yeah, I can check those outpatient benefits for you. I'm sorry you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number here is 02125423.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] And so their outpatient benefit is on a per occurrence basis, so it pays $500 per occurrence.
[CUSTOMER][NEUTRAL] OK, so per day, per, I'm guessing it's it's just $500.
[AGENT][NEUTRAL] It would be per occurrence, so essentially it would be, um, you know, if there were separate things, so you know if they uh had a broken wrist, that would be one occurrence and then they had a broken leg, that would be a separate occurrence. Does that make sense?
[CUSTOMER][NEUTRAL] OK, so it's $500.
[AGENT][NEUTRAL] Per account, yes.
[CUSTOMER][NEUTRAL] Preference. OK. Uh, what was your name again? I'm sorry?
[AGENT][NEUTRAL] It's [PII] and was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Now, is there a reference number or is it just your name?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date, uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] and then 021225. OK, alright, thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] You too bye.