AccountId: 011433970860
ContactId: 8a28ae91-38b3-410b-9c39-71ea4807385f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111930 ms
Total Talk Time (AGENT): 64189 ms
Total Talk Time (CUSTOMER): 33420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8a28ae91-38b3-410b-9c39-71ea4807385f_20250409T13:43_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. So, um, my name is [PII]. I'm calling from Baptist Outpatient. I just need to check patients gap coverage for outpatients.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, sure, I can assist you with the outpatient benefits and eligibility. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02168478.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Ms. [PII], and date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical. And we have an outpatient maximum of 2000 per covered person per calendar year. Um, is this an ER visit or it's not?
[CUSTOMER][NEUTRAL] No, it's for just a regular test.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So yeah, it is gonna be outpatient, uh, 2000 per calendar year.
[AGENT][NEGATIVE] No deductible.
[CUSTOMER][POSITIVE] Alright, thank you very much for that information.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you again.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Alright.