AccountId: 011433970860
ContactId: a6e35fce-60b9-45e2-a60c-45af663e8d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126559 ms
Total Talk Time (AGENT): 60444 ms
Total Talk Time (CUSTOMER): 49381 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a6e35fce-60b9-45e2-a60c-45af663e8d7f_20250312T19:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient verification team regarding a mutual patient. I was just wondering if you could read me benefits for um a patient's gap insurance.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02280065 ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and for outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, uh, do you know, uh, the accumulations for this year?
[AGENT][NEUTRAL] Um, so far, there's no accumulation.
[CUSTOMER][NEUTRAL] EV, uh, can I get your last name, initial, and the reference number to this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, can you just give me the spelling of your name?
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][POSITIVE] Perfect. And today's date, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][POSITIVE] Thanks.