AccountId: 011433970860
ContactId: f01c819a-1634-4550-ba57-aa5e110ad002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147429 ms
Total Talk Time (AGENT): 75390 ms
Total Talk Time (CUSTOMER): 39537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f01c819a-1634-4550-ba57-aa5e110ad002_20250414T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to see the coverage for patients gap insurance, please.
[AGENT][POSITIVE] OK, I can help you with the benefits for patients. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the policy number is 02455727ML8.
[CUSTOMER][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what is the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] It's for Baptist Outpatient services.
[AGENT][NEUTRAL] OK. Let me look up that policy real quick.
[AGENT][NEUTRAL] All right. I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] And it helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of
[AGENT][NEUTRAL] $2000 per occurrence.
[AGENT][NEUTRAL] And then he has an outpatient per calendar day benefit amount of $750.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, I believe that was all. Is there a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a good week, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.