AccountId: 011433970860
ContactId: b272a8e4-72af-4c1b-bdde-35f167f31b8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122900 ms
Total Talk Time (AGENT): 46327 ms
Total Talk Time (CUSTOMER): 61788 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b272a8e4-72af-4c1b-bdde-35f167f31b8a_20250207T18:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] with
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm good. My name is [PII]. I'm calling from Baptist Health Surgery Center of Kendall, and I'm calling to verify benefits for a patient using the gap.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is oh right here in my face, it is, hold on.
[CUSTOMER][NEUTRAL] Is it the 02255682 ML 7?
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] or [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for having that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $1000.
[CUSTOMER][NEUTRAL] Have they utilized any of it?
[CUSTOMER][NEUTRAL] Or is there
[CUSTOMER][NEUTRAL] Accumulation.
[AGENT][NEUTRAL] They haven't used any of their [PII] benefits so far this year.
[CUSTOMER][POSITIVE] Great, great, that's what we needed. Can we have a reference number for the call, [PII]? And what's the initial to your last name?
[AGENT][NEUTRAL] Reference is just my name, [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] That was it, [PII]. Thank you so much for your help. You have a wonderful day and enjoy your weekend.
[AGENT][NEUTRAL] Thank you for calling APL. You do the same.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. OK.