AccountId: 011433970860
ContactId: c751b2be-f9a0-4282-8db7-10a11eab6ec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146800 ms
Total Talk Time (AGENT): 72064 ms
Total Talk Time (CUSTOMER): 46410 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c751b2be-f9a0-4282-8db7-10a11eab6ec1_20250328T15:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good, good morning. I'm calling to get benefits for patients gap insurance for an exam.
[AGENT][POSITIVE] Uh, sure. I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the name of the facility or the doctor's office, where you calling from?
[CUSTOMER][NEUTRAL] Yes, uh, Baptist Outpatient Services.
[AGENT][NEUTRAL] OK. Thank you. And the patient's policy number.
[CUSTOMER][NEUTRAL] Policy number is 01883790M for [PII], L for Lima 8.
[AGENT][POSITIVE] Nice, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. And you need outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 7900 per cover per person per calendar year.
[CUSTOMER][NEUTRAL] OK, um, has any of that been used up yet?
[AGENT][NEUTRAL] I can check for you. One moment.
[AGENT][NEUTRAL] As of today, she has not used her benefits, so she still have the full amount available.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Is there anything else I can help you with today? You're welcome, Ms. [PII]. Thank you for calling. Go ahead.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, that was all, um, there's no reference number, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, my name in today's date, if you will.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, Ms. [PII].
[AGENT][POSITIVE] Happy weekend.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] Thank you. You as well bye bye.
[AGENT][NEUTRAL] Right.