AccountId: 011433970860
ContactId: d44b5da2-14a5-4334-b58f-633d29ea9868
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139089 ms
Total Talk Time (AGENT): 70303 ms
Total Talk Time (CUSTOMER): 48458 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d44b5da2-14a5-4334-b58f-633d29ea9868_20250212T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII] Last name initial [PII]. I'm calling from Baptist Outpatient Services. I'm trying to get a patient's outpatient benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is going to be 02505754. And could you repeat your name for me, please?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am, and give me a moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And you say you're needing outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] OK, um, 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 a benefit max up to 2500 per calendar year.
[CUSTOMER][NEUTRAL] Per calendar year 2500.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] And can you see like the accumulations if any of that has been used?
[AGENT][NEUTRAL] Uh, let me see, give me one moment.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't sure she's used any benefits for this year, so it is available.
[CUSTOMER][POSITIVE] OK perfect thank you so much and can I have a reference number for our call please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date. And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much for your help. I really appreciate it. Have a good one bye bye.
[AGENT][POSITIVE] Oh, you're welcome. You too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.