AccountId: 011433970860
ContactId: f591d0c5-aeb6-4717-a83c-38260e9c74c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132839 ms
Total Talk Time (AGENT): 68436 ms
Total Talk Time (CUSTOMER): 45714 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f591d0c5-aeb6-4717-a83c-38260e9c74c4_20250606T21:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Baptist Outpatient Services. I have a mutual patient to check the eligibility and benefits for outpatients.
[AGENT][POSITIVE] OK, sure. I can assist you with outpatient benefits and eligibility. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] No problem, yeah, it's [PII], last name initial S and callback number [PII], and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] No problem. It is going to be 02336059 ML 8.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient, sir?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical. We have an outpatient maximum of 250 per day.
[CUSTOMER][NEUTRAL] OK, so then remaining it will be based off the day.
[AGENT][NEUTRAL] Um, the remaining balance is, well, the maximum benefit is 250 per day. So anything remaining is up to the provider's discretion. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, that was all that I needed to know. May I have the last, your last name initial, and a reference number if there is one?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. My name is [PII], that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][POSITIVE] You as well, Miss [PII] and thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.