AccountId: 011433970860
ContactId: b992f4ca-ab4f-4da7-8185-32a8f01a7aa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143860 ms
Total Talk Time (AGENT): 59144 ms
Total Talk Time (CUSTOMER): 56482 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b992f4ca-ab4f-4da7-8185-32a8f01a7aa6_20250617T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm just calling to check if a member's, uh, gap insurance plan is still active and how much they have left on the gap.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits and first I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh yes, that callback number will be [PII] and it'll be a direct line.
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, policy number is going to be.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 171.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. And now, could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, 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 is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This will be for outpatient benefits.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 500 per day, so it's a daily benefit for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alright, thank you so much for that information, EV. If I could just have the initial to your last name and the reference number for the call if possible.
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date, and the initial to my last name is M like [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][NEUTRAL] Mhm.