AccountId: 011433970860
ContactId: 96a282ce-1c40-400a-a2ae-2b6635c5bd25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273839 ms
Total Talk Time (AGENT): 106040 ms
Total Talk Time (CUSTOMER): 62831 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/96a282ce-1c40-400a-a2ae-2b6635c5bd25_20250616T15:20_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. Uh, I'm calling to check a member's benefits and to see, uh, what their max is left on the gap insurance.
[AGENT][POSITIVE] All right, [PII], I will be glad to help you. Go ahead and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] Uh yes, policy number is going to be.
[CUSTOMER][NEUTRAL] 02512936.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return.
[AGENT][NEUTRAL] And telephone call number.
[CUSTOMER][NEUTRAL] Uh yes, that'll be [PII] and it'll be a direct line.
[AGENT][NEUTRAL] Alrighty [PII], thank you for all that information. Now your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. Looks like [PII] is a dependent on this medical supplemental plan. I do show the original effective date is [PII]. Patient is term though, so let me go see when patient terms. So hang on, let's see.
[AGENT][NEUTRAL] Because you did say you were calling for benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Give me just a moment, let me do some checking. I'm gonna make sure she didn't maybe flip to.
[AGENT][NEUTRAL] Her own number, so bear with me I'm just gonna do some checking right quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Nope, I do not see that she flipped a different number, so they, he dropped this dependent on 612024. The insured has single coverage, so patients not covered, [PII].
[CUSTOMER][NEUTRAL] Patient is is not covered?
[AGENT][NEUTRAL] That is correct. Patient did terminate looks like on [PII].
[CUSTOMER][NEUTRAL] Terminated on [PII].
[AGENT][NEGATIVE] Yep and I can't find anything active on our system.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Was that all that I can help you with?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, um, would you be able to look at the benefits that I had applied, uh, before they were terminated by any chance?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, hang on.
[AGENT][NEUTRAL] What would it have been for?
[CUSTOMER][NEUTRAL] Uh, it would have been for a ultrasound breast.
[AGENT][NEUTRAL] That benefit for the outpatient, it would have been $500.
[AGENT][NEUTRAL] per calendar day.
[CUSTOMER][NEUTRAL] [PII] for calendar day OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, I'll make note of that. Thank you so much for your help and thank you for the information.
[AGENT][NEUTRAL] Yes, sir. Yes, sir, [PII], and is that all that I can help you with today?
[CUSTOMER][POSITIVE] Yes, that'll be all thank you.
[AGENT][POSITIVE] Alrighty. Yes, sir, and thanks for calling APO [PII]. You have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you sir bye bye