AccountId: 011433970860
ContactId: aaa0e602-863e-4f95-b767-12d6e74ffd61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136600 ms
Total Talk Time (AGENT): 70210 ms
Total Talk Time (CUSTOMER): 43401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/aaa0e602-863e-4f95-b767-12d6e74ffd61_20250522T14:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So my name is [PII]. I'm calling regarding a mutual patient just to obtain outpatient benefits of this year.
[AGENT][NEUTRAL] OK, sure, I can assist you with outpatient benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Baptist Outpatient services.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] That's gonna be 255-6501.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] All right, 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. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of 8700 per covered person per calendar year.
[CUSTOMER][NEUTRAL] 8700 per person per year correct?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And has the patient had any accumulation?
[AGENT][NEUTRAL] As of today, let's see.
[AGENT][NEUTRAL] Yes, she has used $280 as of today.
[CUSTOMER][NEUTRAL] 280 flat, correct?
[AGENT][NEUTRAL] Yes, 1280 platinum.
[CUSTOMER][POSITIVE] OK, alrighty perfect thank you so much for that. So if I could just have a last name initial and a reference number to this call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], and we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much for that information and I do hope you have a great rest of your day today.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling APR. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.