AccountId: 011433970860
ContactId: 92c3366b-eac8-4f35-8f11-18a19de7aca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252520 ms
Total Talk Time (AGENT): 83521 ms
Total Talk Time (CUSTOMER): 78753 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/92c3366b-eac8-4f35-8f11-18a19de7aca7_20250520T13:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. Uh, may I get the initial to your last name, please?
[AGENT][NEUTRAL] [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII] and it'll be a direct line.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And how may I help you this morning?
[CUSTOMER][NEUTRAL] Uh yes, so I'm calling to see if a member's, uh, plan is still active and how much they have left on their gap insurance.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, let me pull that up for you right now. Give me one second.
[CUSTOMER][NEUTRAL] So the policy number will be 148.
[CUSTOMER][NEUTRAL] 445.
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] OK. Can you give me that policy number one more time?
[CUSTOMER][NEUTRAL] Yes, 148445 ML 8.
[AGENT][NEUTRAL] OK, it's missing a number. Do you have their social security number?
[CUSTOMER][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] Uh, yes. Social Security is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII] and you're just needing benefits.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, I can help you with that. The policy number is 0148.
[AGENT][NEUTRAL] 0445.
[CUSTOMER][POSITIVE] 0148 0445. Thank you for that.
[AGENT][NEUTRAL] And the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. Is this for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, this policy does coordinate with the primary insurance. Whatever their primary applies to their deductible, co-pay or co-insurance only will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] 500 per calendar and you said it was only for copay and co-insurance?
[AGENT][NEUTRAL] Co-pay, deductible, copay, or co-insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for that information, [PII]. If I could just get a reference number for the call please.
[AGENT][NEUTRAL] We do not have reference numbers. You use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that'll be all thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.