AccountId: 011433970860
ContactId: df677a3f-8fc0-4f4c-96a3-5992fd3a12dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104879 ms
Total Talk Time (AGENT): 61656 ms
Total Talk Time (CUSTOMER): 36839 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/df677a3f-8fc0-4f4c-96a3-5992fd3a12dd_20250110T19:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. 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 just needed to verify, uh, policy, please, make sure it's active.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, is 02281903 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else I can tell you about the policy besides eligibility?
[CUSTOMER][NEUTRAL] Um, is there a yearly max that they have and have anything been met?
[AGENT][NEUTRAL] Yes, the policy has for outpatient services, it has a per calendar day maximum of $2000. That's just a verification benefit, not a guarantee of payment. Um, for the inpatient benefits, um, we do have an annual maximum.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of, um, excuse me just a moment please of, uh, $6500. Now none of, uh, again just a verification, not a guarantee of payment, but that none of that has been used for this uh calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. And can I please have a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] Mhm, that'll be all. Thank you so much for your help, [PII]. Have a great weekend.
[AGENT][POSITIVE] OK. Thanks for contacting UPL. Have a good day.