AccountId: 011433970860
ContactId: 94d1dec8-f2c7-41c4-ab81-0f2c2810824c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181369 ms
Total Talk Time (AGENT): 57809 ms
Total Talk Time (CUSTOMER): 42467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/94d1dec8-f2c7-41c4-ab81-0f2c2810824c_20250619T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII] calling from Baptist Outpatient Services. I wanted to verify benefits for a patient.
[AGENT][POSITIVE] I can help you with benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01423881.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] One moment
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're wanting outpatient benefits?
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Right, and this is just a verification of benefits, not a guarantee of coverage. It looks like there is an outpatient benefit maximum of up to $1000 per calendar year for covered person with a maximum of $3000 per calendar year for all covered persons combined.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] With a $0 outpatient deductible.
[AGENT][NEUTRAL] And was there anything more, uh, anything else that you'd like to?
[AGENT][NEUTRAL] To see if it was covered.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Nope, um.
[CUSTOMER][NEUTRAL] So sorry, is this uh?
[CUSTOMER][NEUTRAL] Like a gap insurance?
[AGENT][NEUTRAL] Yes, this is Secondary Gap Insurance.
[CUSTOMER][POSITIVE] Perfect, that's all we needed. um, can I get your name and a reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] [PII] perfect thank you so much [PII] you have a nice day.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.