AccountId: 011433970860
ContactId: 934a173b-ee49-44d8-8931-dfec34e52504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179479 ms
Total Talk Time (AGENT): 78171 ms
Total Talk Time (CUSTOMER): 49786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/934a173b-ee49-44d8-8931-dfec34e52504_20250605T19:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Baptist Outpatient Services. I am calling for outpatient benefits for one patient.
[AGENT][NEUTRAL] OK, I could check those outpatient benefits for you. Oh, sorry, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have, well, I don't know if this is the correct number. 60801.
[AGENT][NEUTRAL] That is uh our payer ID that won't be a policy number of ours.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can we check with name and last name, maybe?
[AGENT][NEUTRAL] Do you happen to have their social by chance?
[CUSTOMER][NEUTRAL] Uh, let me see. Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can you verify his date of birth?
[CUSTOMER][NEUTRAL] Um, the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Uh, I was able to find his policy, uh, and it is currently active. Excuse me, let me know when you're ready and I can give you that policy number.
[CUSTOMER][POSITIVE] Yes, please. I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 55
[AGENT][NEUTRAL] 6431.
[CUSTOMER][NEUTRAL] Oh, OK. I got it.
[AGENT][NEUTRAL] OK, and of course, uh, this is a secondary medical policy, uh, so it is designed to help with co-pay, deductible and insurance after major medical pays.
[AGENT][NEUTRAL] And um verification of coverage is not a guarantee of payment for claims uh outpatient benefit is $8700 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, none of that benefit has been used so far this year.
[CUSTOMER][POSITIVE] OK. OK, perfect. Thank you so much. Um, can I have again your name? I didn't catch it.
[AGENT][NEUTRAL] Sure, it's uh [PII]
[AGENT][NEUTRAL] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that would be all, thank you.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks bye bye.