AccountId: 011433970860
ContactId: f579155f-ab59-48f9-a797-682cb248a8f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143320 ms
Total Talk Time (AGENT): 72632 ms
Total Talk Time (CUSTOMER): 49399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f579155f-ab59-48f9-a797-682cb248a8f5_20250131T21:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Yes, I'm calling from Baptist Hospital and uh I need to verify this gap insurance.
[AGENT][NEUTRAL] OK, as in the eligibility and benefits?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with both the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's uh 02556439.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [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 the policy is active, it has been effective since [PII]. And what type of benefits did you want to go over today? Would it be outpatient?
[CUSTOMER][NEUTRAL] Outpatient, uh, hospital outpatient. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $8700 per calendar year.
[AGENT][NEUTRAL] Um, there's no deductible?
[AGENT][NEUTRAL] Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment. And I'm not showing that she's used any for the year, um, so she still has that full 8700.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say? Nothing has been used, but what?
[AGENT][NEUTRAL] She has not used any of the balance for this year, so she still has the full 8700, 8700.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Got it. OK. Um, sure. Can I have your name as a reference for this phone call?
[AGENT][NEUTRAL] Sure, my name is [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you, [PII], have a great afternoon.
[AGENT][POSITIVE] You also and thanks for calling APL. I hope you have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye