AccountId: 011433970860
ContactId: 98acba69-b159-4f4a-8e2e-f3a6f296193d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161399 ms
Total Talk Time (AGENT): 74144 ms
Total Talk Time (CUSTOMER): 67391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/98acba69-b159-4f4a-8e2e-f3a6f296193d_20250210T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII] Last name initial [PII]. I'm sorry, you cut off there for a second. Can you repeat your name for me, please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. So, I'm just calling on behalf of a patient. Um, I'm trying to get their outpatient benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with that patient benefits, Miss [PII] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And where are you calling from? What facility, what location?
[CUSTOMER][NEUTRAL] From Baptist Outpatient Services.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is going to be 01647476 ML 8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. 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. And let's see how much is it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we have a $500 per day benefit for outpatient service, and this is a secondary supplemental plan.
[CUSTOMER][NEUTRAL] OK. So $500 per day, that can be towards co-insurance, co-pay, deductible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, correct, co-payments, coinsurance and deductibles for outpatient facilities. Mhm.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help. I really appreciate it. Can I have a reference number for our call, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need any other information?
[CUSTOMER][NEUTRAL] Uh, no, that's fine. You said your name on today's date?
[AGENT][NEUTRAL] Can
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for your help. Have a good one bye bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATO. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.