AccountId: 011433970860
ContactId: e2960036-338b-4cf8-b78a-cf3c12e59c8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225100 ms
Total Talk Time (AGENT): 90309 ms
Total Talk Time (CUSTOMER): 85788 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e2960036-338b-4cf8-b78a-cf3c12e59c8f_20250123T17:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi, good afternoon, Ms. [PII]. My name is [PII] and I'm calling from Baptist Outpatient.
[CUSTOMER][NEUTRAL] I'm calling to check if um the benefits for outpatient for patient please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the outpatient benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number, it is 1,740,490 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So for outpatient, I am showing the policy will pay up to $1250 per calendar year.
[CUSTOMER][POSITIVE] Perfect, [PII], and has the patient used any of those 1250?
[AGENT][NEUTRAL] Um, for [PII], no, the, um, the benefits have not been used yet.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII]. Ms. [PII], question, I have another patient to see the, also the benefits, please.
[AGENT][NEUTRAL] OK, is it the same like family or it's a different member altogether?
[CUSTOMER][NEUTRAL] No, no, different member.
[AGENT][NEUTRAL] OK, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And may I have the next member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 225-568-3.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] [PII].
[AGENT][POSITIVE] Thank you. And for this one you like the outpatient benefits as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. So for outpatient, this policy will pay up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is an emergency room deductible per occurrence of $200.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you want to see if they've used any of the 1000 for this year?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're welcome. She has not used any of the benefits for this year so far.
[CUSTOMER][NEUTRAL] Perfect, [PII]. Ms. [PII], um, can I have just the initial of your last name and a reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] And what is your time zone?
[AGENT][NEUTRAL] Um, well, this is Central time.
[CUSTOMER][POSITIVE] Central time perfect thank you so much [PII] for your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][NEUTRAL] Bye bye.