AccountId: 011433970860
ContactId: 9aaba6e2-42d8-4bc1-8d5e-3b74691e9e8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139089 ms
Total Talk Time (AGENT): 61003 ms
Total Talk Time (CUSTOMER): 59559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9aaba6e2-42d8-4bc1-8d5e-3b74691e9e8d_20250516T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Baptist Outpatient Services over a Mutual Patient to see how much benefits they have, how much they are covered.
[AGENT][POSITIVE] All right, I'm happy to check on benefits and coverage. What's the patient policy number?
[CUSTOMER][NEUTRAL] It's going to give me one second, let me, it's gonna be 10122812 MLE I mean 8 at the end sorry.
[AGENT][NEUTRAL] I don't know if I.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Do you want me to repeat it?
[AGENT][NEUTRAL] Yeah, will you repeat it one more time. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. 01622812 ML 8.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my last name is [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Uh, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On this member's plan it looks like their outpatient benefits are per calendar day, which is a benefit max of $500.
[AGENT][NEUTRAL] We're the secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so they are covered per day 10 $500 correct?
[AGENT][NEUTRAL] Uh-huh, 500 per day. Uh-huh.
[CUSTOMER][NEUTRAL] Per day. OK, perfect. Can I get a reference number of the call?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. That's my name with my last initial and today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] And today's day, OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.