AccountId: 011433970860
ContactId: 73093b3b-55e1-4bf6-924c-fc22f2b4554e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112550 ms
Total Talk Time (AGENT): 53531 ms
Total Talk Time (CUSTOMER): 43964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/73093b3b-55e1-4bf6-924c-fc22f2b4554e_20250317T17:44_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], good morning. Uh, good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services regarding a mutual patient, uh, just to get the benefits, uh, that she has for outpatient services.
[AGENT][POSITIVE] Alright, I'm happy to check out patient benefits today. [PII], can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 02556462 ML 7.
[AGENT][NEUTRAL] All right, thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Absolutely. The patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We the secondary insurance, so it will cover deductible, co-pay and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like their outpatient benefit max for the calendar year is 8700.
[CUSTOMER][NEUTRAL] 700. OK. And have they accumulated anything uh this year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] Uh, looks like they have not used anything thus far.
[CUSTOMER][POSITIVE] OK, so 8 700 still remaining. Perfect. All right. Uh, thank you so much, sir. May I, I just have a last name initial and a reference number to this call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, call references my name with my last initials and today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much, sir, and I hope you have a great rest of your day today.
[AGENT][NEUTRAL] You too, Gladys, bye bye.