AccountId: 011433970860
ContactId: d79daa86-478e-4747-b3e7-0277fe88ae42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147309 ms
Total Talk Time (AGENT): 64323 ms
Total Talk Time (CUSTOMER): 52280 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d79daa86-478e-4747-b3e7-0277fe88ae42_20250422T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] from Baptist Hospital. I'm calling in regards to mutual patient and check eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes. So, contact number will be [PII].
[AGENT][POSITIVE] Thank you. And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It would be 02503156.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, last name will be [PII], so [PII] First name is [PII]. Date of birth would be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing um the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] So, um, this patient has a gap plan. I just need to know the outpatient benefit for the this and if they have accumulated anything.
[AGENT][NEUTRAL] OK, so the calendar year max for um each covered person is $1500 for outpatient. Let me see if they've used any. Hold on one moment.
[AGENT][NEUTRAL] And so far for [PII], [PII] has not used any of the benefits. So, um, he still has that balance left for, for this year.
[CUSTOMER][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That would be all. Can I have a reference number, so just your name and today's date?
[AGENT][NEUTRAL] Yes, it's my name and today's date. First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, so it'll be [PII], right?
[AGENT][POSITIVE] Yes, that's correct. [PII]
[CUSTOMER][POSITIVE] Awesome, thank you, that'll be all. Bye bye.
[AGENT][POSITIVE] You're welcome, [PII], thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.