AccountId: 011433970860
ContactId: 898f7157-4087-47cd-bdb3-0e43518b65b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153300 ms
Total Talk Time (AGENT): 64267 ms
Total Talk Time (CUSTOMER): 81726 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/898f7157-4087-47cd-bdb3-0e43518b65b9_20250609T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Health Patient. I'm sorry, you said your name is?
[AGENT][NEUTRAL] It's [PII] and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Just calling to get um benefits and eligibility on a member.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. Uh, what is that policy number, please?
[CUSTOMER][NEUTRAL] 02544950 ML 9.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Excuse me, and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] I can help you.
[CUSTOMER][NEUTRAL] Um, outpatient, um, benefits and if there's any out of pocket expense.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay and co-insurance, and she has an outpatient benefit max of $1250 per calendar year.
[CUSTOMER][NEUTRAL] and there's.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1250, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, is there any accumulation on that at the moment?
[AGENT][NEUTRAL] Uh, give me one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That would be
[AGENT][NEUTRAL] Uh, so far I only shows she's used $1.05.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then to reconfirm you had said the effective date was [PII], correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] May I also get um a reference number for our call?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that would be all then thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK