AccountId: 011433970860
ContactId: c0ef7a54-fa6a-4894-88cd-8e9eb6003259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107580 ms
Total Talk Time (AGENT): 55039 ms
Total Talk Time (CUSTOMER): 35798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c0ef7a54-fa6a-4894-88cd-8e9eb6003259_20250313T16:47_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I've verified benefits for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02587816 ML 8
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII]. She is active on the policy and you say you're needing outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, let's see, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and she has an outpatient benefit that pays up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] For a calendar day.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you, um, so much for all your help today, [PII]. Could I have the initial of your last name please and a reference number for this call?
[AGENT][NEUTRAL] Uh, last initial is Q, and if you like, you may use my name at today's date. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you for your help today.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye.