AccountId: 011433970860
ContactId: ae99bbc2-12a4-4833-a9cf-c0779a7b6a9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230740 ms
Total Talk Time (AGENT): 94371 ms
Total Talk Time (CUSTOMER): 61618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/ae99bbc2-12a4-4833-a9cf-c0779a7b6a9a_20250314T16:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital to get benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits of [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][POSITIVE] I'm doing well. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is 2505674.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] So for hospital outpatient.
[AGENT][NEUTRAL] Like for a surgery?
[CUSTOMER][NEUTRAL] Uh, for chemotherapy and injection and then if, if there's like a yearly max and then if there's any accumulation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so for outpatients, the policy will pay up to $2500 per calendar year.
[AGENT][NEUTRAL] The policy also
[CUSTOMER][NEUTRAL] OK great have they met anything? Oh yeah, go ahead.
[AGENT][NEUTRAL] Are, are you all considered like a cancer outpatient treatment facility or just out because he has, there's benefits specific to that if you are.
[AGENT][NEUTRAL] Or would it just be like a hospital outpatient?
[CUSTOMER][NEUTRAL] Um, well.
[CUSTOMER][NEUTRAL] Yeah, we just go by hospital outpatient, um, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, hello?
[AGENT][NEUTRAL] Yes, uh, I didn't know if you were waiting for me or not, um, but the calendar year, um, maximum for this policy is $2500.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK great and have they met anything towards this calendar year?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And for this year, they have not, he has not used any of the benefits, so he still has that full balance.
[CUSTOMER][POSITIVE] OK great thank you so much. Do you have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and again, that's [PII], the first initials of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] you have a great day.
[AGENT][POSITIVE] Thank you [PII]. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that would be all thank you.
[AGENT][POSITIVE] Alright, well thanks for calling API. Have a great weekend.
[CUSTOMER][NEUTRAL] You too, bye bye.