AccountId: 011433970860
ContactId: a38deeae-f2b6-42ee-8bb3-be7dcd88db6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183720 ms
Total Talk Time (AGENT): 73767 ms
Total Talk Time (CUSTOMER): 54661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a38deeae-f2b6-42ee-8bb3-be7dcd88db6c_20250225T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. So my name is [PII]. I'm calling from Baptist Outpatient Verification. I'm calling in regards uh to this patient to see if their outpatient hospital benefits for the year.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 014.
[CUSTOMER][NEUTRAL] 356
[CUSTOMER][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] ML, the number 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, so that's gonna be dependent. Alright, 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 this is one of our secondary supplemental plans to the major medical. We have an outpatient maximum of 2500 per covered person per calendar year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Can I have their outpatient hospital benefit of the year?
[AGENT][NEUTRAL] The inpatient.
[CUSTOMER][NEUTRAL] Outpatient, outpatient.
[AGENT][NEUTRAL] Oh, the outpatient is that amount is the 2500 per year.
[CUSTOMER][POSITIVE] Oh, OK. I'm so sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] And and has anything been used out of that 2500?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I can check for you. Let's see one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, as of today they have not user benefits, so the full amount is still available.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Can you please spell out your name for me just to make sure I have it correctly here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Perfect. So can I have the reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state if you would like, Miss [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome bye bye.