AccountId: 011433970860
ContactId: 782665f4-f271-4957-8ec8-0a7d30c26661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119699 ms
Total Talk Time (AGENT): 61818 ms
Total Talk Time (CUSTOMER): 41648 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/782665f4-f271-4957-8ec8-0a7d30c26661_20250116T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I didn't get your first name.
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII], for my last initial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatient Services. I need to verify that this patient's gap plan is active and how much is remaining for their for their outpatient benefits, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is 1067765.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And for outpatient benefits, um, we cover up to $500 per occurrence and every occurrence is every 90 days. For every 90 days, we cover up to $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, perfect. Can you please provide me a reference number for this call?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help. You have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK