AccountId: 011433970860
ContactId: ed7b4495-f2b5-4486-935c-9e273ff13437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130419 ms
Total Talk Time (AGENT): 58126 ms
Total Talk Time (CUSTOMER): 55042 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/ed7b4495-f2b5-4486-935c-9e273ff13437_20250212T14:25_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, good morning, [PII]. My name is [PII]. I am calling from Baptist Outpatient Surgical Center. I'm calling in regards to a patient, Mr. [PII]. I just wanted to know what his benefits are for his, um, insurance that he has.
[AGENT][NEUTRAL] OK, like outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, uh contact number is [PII] and then Mr. [PII]'s policy number is 2505727.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for outpatient benefits, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm just waiting for it to come up here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] For outpatient, we will pay the policy will pay up to $2500 per covered person per calendar year. There is no deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All right, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, for like prior authorizations or anything, would he require authorization or no?
[AGENT][NEUTRAL] No, no prior authorizations required for our policies.
[CUSTOMER][NEUTRAL] Alright perfect and [PII], you're um there is no um reference number it's just your first name and the date um today's date, right?
[AGENT][NEUTRAL] Right, and you can add my first initial to my last name if you'd like. It's [PII].
[CUSTOMER][POSITIVE] Alright perfect alright thank you so much.
[AGENT][POSITIVE] You're very welcome and thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.