AccountId: 011433970860
ContactId: 9be0004e-68ba-4d18-bb13-41c5c8d95faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112949 ms
Total Talk Time (AGENT): 58619 ms
Total Talk Time (CUSTOMER): 40660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9be0004e-68ba-4d18-bb13-41c5c8d95faa_20250304T19:06_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just calling from Baptist Outpatient Services. I'm trying to see the gap insurance for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, uh 162-852-9.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, let's see, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day. And that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right. And uh has this patient um accumulated anything like that?
[AGENT][POSITIVE] Well, it's a daily benefit.
[CUSTOMER][POSITIVE] Oh, the daily bear. OK, good.
[AGENT][NEUTRAL] 500 per day. Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK, OK, perfect, perfect. All right, thank you so much for all your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was about it. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL Kimberly. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.