AccountId: 011433970860
ContactId: be1ca35e-9559-4077-86ff-c1b1fbcb7861
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105779 ms
Total Talk Time (AGENT): 59605 ms
Total Talk Time (CUSTOMER): 30529 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/be1ca35e-9559-4077-86ff-c1b1fbcb7861_20250317T13:16_UTC.wav
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[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits for a member.
[AGENT][POSITIVE] OK, at least I can certainly help with the outpatient benefits. What's the policy number, please?
[CUSTOMER][NEUTRAL] 01611683 ML
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now for outpatient benefits, we will pick up the deductible, co-payment or co-insurance to $1500 per calendar year, but it is just a verification of those benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And it looks like for the calendar year [PII], let me just check here how much he has used already.
[AGENT][NEUTRAL] OK, so for the current year, he's $179.56. So it's $1500 per calendar year. It verification, not a guarantee of payment, and he's used 17956 cents so far. Is there anything else at all that I can help with on this secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, that's all. Thank you. Could I have the um initial to your last name please and the reference number for this call?
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use my name and today's date is our.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for contacting AP