AccountId: 011433970860
ContactId: a0f92c78-ffe6-4331-b42e-9c3a2ed4e2c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174100 ms
Total Talk Time (AGENT): 74131 ms
Total Talk Time (CUSTOMER): 76468 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a0f92c78-ffe6-4331-b42e-9c3a2ed4e2c9_20250605T12:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Baptist Outpatients Verifications. Um, I was just calling to get uh the information for a gap, uh, plan for a patient.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have their policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02473480, M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing um benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can give those to you. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient, we are considered to be a free standing facility, but we go with the outpatient for gaps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance only, we'll pay up to $1500 per calendar day.
[CUSTOMER][NEUTRAL] Per per day?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, per day.
[CUSTOMER][NEUTRAL] OK, um, and, uh, is there any accumulations?
[AGENT][NEUTRAL] Hold on, uh, it, well, it's per calendar day, so no, ma'am, it's no accumulation.
[CUSTOMER][NEUTRAL] Is it right, so every day we'll just renew. Yeah, that makes sense.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, perfect. Um, so, is, uh, is it OK if I could please have the initial to your last name and a reference number?
[AGENT][NEUTRAL] My initial to my last name is [PII] and we do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Thank you [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.