AccountId: 011433970860
ContactId: a1ea780f-afb3-43b2-9236-738d0dbf3132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161199 ms
Total Talk Time (AGENT): 69792 ms
Total Talk Time (CUSTOMER): 56441 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a1ea780f-afb3-43b2-9236-738d0dbf3132_20250407T13:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling from Baptist Outpatient Services in [PII]. I just need to see a patient, um, how much they have of a max outpatient care and how much is remaining.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, callback number is going to be [PII] and my extension number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, of course. Policy number is
[CUSTOMER][NEUTRAL] 244-4612. And that should be for [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. He does have a new policy number.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] His new policy number is
[AGENT][NEUTRAL] 02512946
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the effective date was [PII].
[AGENT][NEUTRAL] The policy is still active.
[AGENT][NEUTRAL] And for outpatient, let's see.
[AGENT][NEUTRAL] 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] OK, perfect. So just to verify, patient is covered for $500 per day, correct?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. All right, all I would need now is if you're able to give me, provide me a reference number for this call.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much, [PII]. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.