AccountId: 011433970860
ContactId: e0a6ead2-ed0b-4d63-bf7c-42cc1bc334d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144949 ms
Total Talk Time (AGENT): 67563 ms
Total Talk Time (CUSTOMER): 47596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e0a6ead2-ed0b-4d63-bf7c-42cc1bc334d3_20250205T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you 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. I was calling to see the benefits for a gap insurance.
[AGENT][NEUTRAL] OK, I can help you with um benefits for Gap Insurance. Can I please get your callback number, Miss [PII], in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is his policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy I have is 1,740,490 M like mom, L 8.
[AGENT][POSITIVE] OK, thank you for that. I'm gonna look him up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And you are correct, this is a gap insurance. It's a supplemental insurance that helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $2500 and then he also has an outpatient calendar year benefit amount of $1250.
[CUSTOMER][NEUTRAL] OK, so you said 2500 for the outpatient, correct?
[AGENT][NEUTRAL] Right, and this is just to verify his coverage. It's not a guarantee of payment.
[CUSTOMER][POSITIVE] Right. Perfect. All right, perfect. Thank you so much for your help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye, ma'am.