AccountId: 011433970860
ContactId: 7d58b7d1-2b36-44b5-941f-28c1c113571e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201899 ms
Total Talk Time (AGENT): 82027 ms
Total Talk Time (CUSTOMER): 66303 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7d58b7d1-2b36-44b5-941f-28c1c113571e_20250520T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII], uh, calling from Baptist Outpatient Services to check, uh, patients maximum and remaining amounts.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the max and the remaining of the calendar [PII] May I have your uh good contact number and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the contact number is [PII], and here is a direct line.
[CUSTOMER][NEUTRAL] Policy number is 14.
[CUSTOMER][NEUTRAL] 80279 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that one will be [PII] and then [PII].
[AGENT][NEUTRAL] And the policy number was 1480479.
[CUSTOMER][NEUTRAL] No, 279.
[AGENT][NEUTRAL] 279. OK, hold on one moment.
[CUSTOMER][NEUTRAL] 1 1480279.
[AGENT][NEUTRAL] Thank you for that and thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since um [PII] of
[AGENT][NEUTRAL] Hold on one moment. [PII]. Let me see what she's used for this year.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] 496.
[AGENT][NEUTRAL] So she's used $496.79. Um, hold on one moment.
[AGENT][NEUTRAL] What's the max.
[AGENT][NEUTRAL] Oh, wait a minute.
[AGENT][NEUTRAL] Are you asking for the calendar year max for the inpatient or you're asking for outpatient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] Because outpatient is per day, so it's $500 per day, so there's no accumulation. It resets each day.
[CUSTOMER][POSITIVE] Perfect. So then $500 per day. Got it.
[CUSTOMER][NEUTRAL] Alrighty and uh um can I just have your last name initial, and also a reference number for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. So [PII] [PII]. Alrighty, [PII], perfect. That should be all for today.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Alrighty bye bye you too.
[AGENT][POSITIVE] Thank you. Bye-bye.